ComplaintsforBidFTA

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bidder - ****** I’ve always pick up my items on time, because I understand their policy of 3 days item removal if not picked up. However, I won multiple items over $1,000 at some multiple items on 04/14/2024, and last day of pickup was 04/17. Since this was at multiple locations, so I picked up some on 04/15. Unfortunately on 04/16 my pregnant wife went into unexpected labor because when she was still far out due. As soon as we settled in the hospital, I reached out to BidFTA support to let them know I might not be able to pick up all my items because it’s due the next day and I do not know when my wife will put to bed. The Agent said there was nothing they can do about it because that is their policy. Yes, that is their policy but this is a medical emergency. I tried on the 17th to contact someone to pick up on my behalf.. They spent hrs at the store due to missing items. I then left my newborn and wife to go to another store, I spent over 3hrs at one store due to missing items. 6 items were declared missing and because of the time I had to spend I could not get to the other stores to pick up my items. I reached back out to the Agent to explain the situation that this company had put me to. Because my attempt to pick up my items even in the middle of serious medical emergency, I still could not get to the other stores because I was delayed at the ******** store while looking for all my missing items. I asked the agent to forward my email to the supervisor but she shut me down and said they don’t escalate. I could not get to the store because of two things, one, I had a critical family emergency, which I can provide evidence for. Two, your store kept me for 3 hrs because the items you sold for me was missing on the floor. So this is not just on me, and I need my refund or ability to pick up my items because these items are still in your stores annd not removed yet. They don’t care about people, and no regards for human lives.

  Business response

  04/18/2024

  We receive many, MANY emails about illnesses, family emergencies, car wrecks and other incidents that keep bidders from making their removal days.  Typically, these emails will come in on the last possible day, at the last possible minute of removal.  

  We simply cannot refund or hold items for everyone who emails in.  However, if you are willing to provide proof- funeral announcement cards, links to the obituary, ER discharge forms with private info blocked out- we are willing to look into it and work with you.  We understand life happens, but you must understand the amount of excuses that get sent our way!  

  I am attaching the email thread.  By the end of it, it appears they were able to pick up all of their items. 
  

  
  

  Customer response

  04/18/2024

  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.

  However, I hope they improve their customer service. They should have asked for evidence when I initially reached out as I proposed to supply one. This issue would not have escalated to this point. I wish them the best. 

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

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bid an won an several auctions online. I got sick and had no voice. I didn't make it to pick up the items so I sent someone else a day or two later. They were told they didn't have the items. But I saw new auctions with the stuff I won and paid for. If I don't get my stuff. I need my money refunded.

  Business response

  04/17/2024

  The warehouses are on strict inbound and removal schedules and do not hold anything beyond their posted removal days. Bidders are given 4 removal days and they are posted on every auction as it’s running and also on the receipts customers receive once it’s charged out. They are not a surprise and we always recommend paying attention to them so customers can plan their schedule around picking up.  
  
  We cannot issue refunds for items not picked up on time.  
  
  The First line in our Auction Terms reads “This is an ONLINE ONLY AUCTION PLEASE DO NOT BID IF YOU ARE NOT ABLE TO PICK UP YOUR ITEMS during the scheduled removal times NO refunds or chargeback will be granted due to a lack of removal at the designated times. After the scheduled removal, items will be considered abandoned and you will be charged a removal fee for disposal of your items”
  

  We receive many, MANY emails about illnesses, family emergencies, car wrecks and other incidents that keep bidders from making their removal days.  Our locations simply do not have the staff or the space to pull and store and track items that can not be picked up.
  

  Also, it takes a significant amount of time, money and man-power to re-lot items that have not been picked up.  It isn't as simple as "You're just going to re-sell it anyway".  The item must be pulled, re-lotted, placed into another auction, re-posted, re-sold, re-staged and picked up.  We actually lose money on items that have to be re-lotted.  
  

  *** ****** sent someone to pick up after the removal days had passed.  The items would no longer be available..  We are unable to assist him with a refund for his item. 
  

  I am including the Auction Terms in the attachments along with a receipt for *** ******.  Both clearly show that we do not offer refunds for items not picked up on time. 
  
  

  
  

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

  This pictures are some of the items I won a week later them put them back on the auction site.  They still had the items just would let me have them.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used Bidfta for several items in the last year. However I just recently purchased an accent chair. It stated it was in a "good condition" which is now a new term. I read the labeling and it says it light miss hardware, scuffs or scrapes, or not be in orginal packaging but it isn't labeled "as is" which means it could have missing pieces. I went to pick up my item, checked out, and went to the inspection table. I opened the box and part of the chair was missing. I flagged down a worker and asked about the missing pieces or I wanted a refund. She goes and looks on an iPad and speaks to someone and says to take this and there is a 2nd box that is missing. I said so I can leave with this one and you will mark other as missing and if it isn't found I will receive a refund. She said yes. They have recently made a bunch of changes so I just took her at her word. BIG MISTAKE! I went back in another day to pick up 2 other items and inquired about my missing box. I was then told that there wasn't a missing box and my item was marked As picked up so that was that. When I pointed to the lady (they do not wear name tags and do not offer their name) and said she had told me that I was informed she doesn't speak English well...that was it. I've now emailed customer service and am waiting for them to "speak to the wearhouse". I bid/purchased this chair at over $100 and half of it is missing making it completely unusable. If i had bid on as AS IS item then fine...but I didn't. I bid and won an item marked GOOD CONDITION which this is clearly not! This makes me incredibly frustrated as I'm now out the money and the chair. Had it said incomplete or missing a box I wouldn't have bid on it. How does it make sense to mark it in Good Condition if it isnt?? And how is it my fault that the worker told me that the second box was missing and that they would find it or I'd receive a refund? This is deceptive and wrong.

  Business response

  04/02/2024

  This customer emailed our Support Team at 10:12am.  That was about 2 hours ago.  

  We would appreciate an opportunity to resolve the issue internally before having to address it on a BBB complaint.  

  She will be responded to as soon as we hear back from the Warehouse Manager.  

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The companies response so far has been to say they are checking with the warehouse manager. That is it. No refund offered. So I am still without my money and without the intended chair as this is utterly useless. I've attached another picture of their new terms. Good condition does NOT state that it will have missing or incomplete parts. It clearly states it might have missing hardware, scuff or scrapes, or might not be in original packaging...all I was fine with...but missing or incomplete whole parts of a chair. If this chair had been marked AS IS I could understand but I wouldn't have bid on it. This item was marked As Good condition and then was missing a whole box! I am still unsatisfied and would like a full refund of my total spent on this item that is not usable at all. 

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

  Business response

  04/04/2024

  The complaint has been resolved via email through the Support email. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a remote control car that was listed on their site stating that it was in good condition. I arrived and opened the item in the store to make sure it was in working condition and it was missing a tire. How can a car be in working (good) condition without a tire? I showed the item to the manager and she stated that because it didn't say new that they would not refund my money. I contacted corporate before i left the store and they told me they would not over-ride the managers decision. I am asking this question why do you have contact information for disputes if you will not over-ride the managers decision or help the customer with their complaint? This is clearly poor customer service.

  Business response

  03/29/2024

  The issue has been resolved via an email that was sent into the Support Team.  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/22 I purchased an item from the BidFTA website. This item was listed as an ***** ** ***** ******** ********** *** with ******* ********* on ******* ****, 2** ***** ****** Machine, weighing 81 pounds and retailing for $2,499.99. When I arrived I knew immediately it was the wrong item by its weight. Upon opening the box it was CLEARLY labeled in large print that it was an ***** ** ***. These aren't even similar items in cost, weight, or size, let alone it was CLEARLY marked as different item. The employees said that it wasn't the right item but she needed the manager to refund it. The manager, Matt M***** was EXTREMELY disrespectful, EXTREMELY disrespectful! He offered to take 25 percent off and said if I wasn't happy report it to the better business bureau. I filed a complaint online per his instructions and four minutes later received this message: ara (BidFTA.com) Mar 22, 2024, 18:44 EDT As Is – Item may or may not have been inspected, shows obvious signs of use, could be incomplete, or has obvious damage or defects. As Is items often originate from customer returns, shelf pulls, refurbished goods, or store liquidations. All sales are final! No refunds, partial refunds, returns, or exchanges. It is your sole responsibility to understand the defined product conditions and to thoroughly read all product descriptions and notes. Sara Customer Support Agent BidFTA.com Always be sure to pay close attention to your removal days! If it had been the item they stated it was in the listing, just in poor condition, or missing pieces I would accept that. It is the risk in buying a customer return, but the box they posted a picture of clearly shows in big letters the model number, which they DIDN'T photograph or pay attention to. The manager said they could put anything in the box and there is nothing I could do. It is my contention that as they pulled the item out of the box they would and should have seen the markings on the box (see attached). Instead they listed it as something it wasn't and should have easily known it wasn't what they represented it as. I would like a complete refund and the ability to return the merchandise to them. They take payment at the time of sale, and it wasn't until I saw the item that I realized it was not the item they claimed it was. I was told if I didn't take the item they would just resell it. Please help!

  Business response

  03/29/2024

  
  Our goal is for everyone to have an enjoyable experience using our website and to get some great deals as well.  In order to do that, you will want to familiarize yourself with our item descriptions and how items are lotted.  We deal in secondary market items.  Secondary market means, these could come from customer returns, overstock, shelf pulls or display/floor models. 

  We have no way of knowing if a customer used the item prior to returning the item or if the supplier simply had too many and sold them to us as overstock.
  We state clearly in writing throughout the website, the terms and conditions and even signs in our warehouses that we do not test items, we do not assemble items, and we don’t verify part lists to confirm completeness.
  

  Brand New: Item is complete and in original packaging. Brand New items often originate from shelf pulls or overstock. 
  

  Good Condition: Item is free of major damage or defects. The item may or may not be in the original packaging, packaging may be less than perfect, hardware may be missing, or product may have been opened previously. Minor scrapes, scuffs, chips, or dents may be present. Good Condition items often originate from customer returns, shelf pulls, overstock, or in-store display units. 
  

  Working Condition Verified: Item has been turned on and appears to have power. This grade is typically reserved for liquidated restaurant equipment, high value electronics, or high value appliances. Working Condition Verified items often originate from customer returns, restaurant liquidations or business closings. 
  

  As Is: Item has not been thoroughly inspected. Item could show signs of use, could be incomplete, or could have obvious damage or defects. There are no guarantees to the condition, quality, or functionality of As Is items. Although we have made our best attempt to accurately identify and describe the item, please be aware the actual item specifics such as brand, size, color, or model number may differ from the auction listing. As Is items often originate from customer returns, shelf pulls, refurbished goods, or store liquidations. 
  

  Preview for Condition: Please visit the auction location during the designated preview times to personally inspect this item before bidding. This item could have unique specifications, patterns, or wood grains that are difficult to capture in photos. Item may have been used or have defects. Preview for Condition items often originate from restaurant liquidations, customer returns, overstock, store liquidations, shelf pulls, store displays, or refurbished goods. 
  

  Refund Policy: All sales are final. No refunds, partial refunds, returns, or exchanges will be considered unless the item has been misidentified, or product condition is incorrect. It is the bidder’s responsibility to understand the defined product conditions and to thoroughly read all product descriptions and notes before bidding. Sometimes, despite our best efforts, we may inadvertently misidentify or mis-condition an item. Should you discover an error in the identification or condition of the item you won, please see an associate AFTER checking out and before leaving the building so the issue can be addressed. No refunds will be issued once you have left the building.  
  Being familiar with these terms is very important as to how the item’s condition is assessed.  They are also important to know because they tell whether or not your item can be refunded.  You'll want to inspect all of your items prior to leaving the warehouse.  Plug them in, take them out of the boxes, see how they work.  If they are lotted as "Brand New” or “Good Condition" and there are any issues, you can discuss a refund with the removal staff at that time.
  
  However, if they are lotted “As-Is", “Preview For Condition” and once they've left the premises, they are no longer eligible for a refund.
  We always recommend doing a little homework online for larger purchases.  Double check to see how many boxes the item should be in.  That way you'll know if your item is complete or not.   

  All of these terms are posted in every auction and must be agreed to in order to place a bid.
  
  The customer was given a 25% refund for the item at the warehouse despite the fact it was an "As-Is" item.  The receipt is attached.  
  
  

  
  

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. 

  Clearly visible upon opening the outer box was the ACTUAL model number enclosed in the inner box (see attached photo). The several inch font would have instantly told them the lightweight ** *** which retails for about $650 was in the box. There was no way to open it without seeing the model number. Furthermore opening the inner box also would have revealed the model number, distinct size and color difference from the model they advertised.

  Instead, they took a photo so that the ***** and Model number was not visible, and chose to describe it as the $3,700 ** ** ****** kit, which would have weighed 90 lbs. and been in multiple boxes. Their new "rating system" was new, and had it been damaged, or missing pieces it would be on me. To choose the flagship of the ** line without and indication was at best fraudulent.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought chips from an Bidfta online auction. They didn’t. Show that the chips were expired and they added a lot of fees after I purchased including taxes which should not be charged on food. I agreed to pay 10.21 , they charged me 13.81. I would never guess anyone was selling expired food. This should be illegal. I just want my money back because I don’t eat expired food.

  Business response

  03/19/2024

  With the exception of infant formula, the laws that the Food and Drug Administration (FDA) administers do not preclude the sale of food that is past the expiration date indicated on the label. FDA does not require food firms to place "expired by", "use by" or "best before" dates on food products. This information is entirely at the discretion of the manufacturer.
  

  There is no law that would prohibit us from selling items with an exp. date on them and no reason why they couldn’t be sold.  The expiration dates were posted on the auction listing.  We cannot issue refunds for these items.  We will issue a refund for the .84 in sales tax that was charged for the item.
  
  
  The FDA website states the following:
  
  FYI- interesting tidbit about the FDA and expired food:
  
  Did you know that a store can sell food past the expiration date?
  
  With the exception of infant formula, the laws that the Food and Drug Administration (FDA) administers do not preclude the sale of food that is past the expiration date indicated on the label. FDA does not require food firms to place "expired by", "use by" or "best before" dates on food products. This information is entirely at the discretion of the manufacturer.
  
  Each State may have their own laws against this, however in ****, the only items that cannot be sold past the expiration date are Infant formula, Baby Food or drugs.  Drugs being defined as:
  
  (3) "Drug" means:
  (a) Articles recognized in the United States pharmacopoeia and national formulary, or any supplement to them;
  (b) Articles intended for use in the diagnosis, cure, mitigation, treatment, or prevention of disease in humans or animals;
  (c) Articles, other than food, intended to affect the structure or any function of the body of humans or other animals;
  (d) Articles intended for use as a component of any of the foregoing articles, other than devices or their components, parts, or accessories.
  
  
  The *** is below:
  
  3715.521 Prohibition against sale or delivery of expired drug, infant formula or baby food.
  No person shall sell, offer for sale, or deliver at retail or to the consumer, any of the following:
  (A) Any drug after the expiration date required by 21 C.F.R. 211.137 except pursuant to sections 3715.88 to 3715.92 of the Revised Code;
  (B) Any infant formula after the "use by" date required by 21 C.F.R. 107.20 ;
  (C) Any baby food after any expiration date, "use by" date, or sale date required by state or federal law or marked on the container by the manufacturer, processor, or packager.
  Effective Date: 11-06-1996; 2008 HB283 09-12-2008 .
  
  

  
  

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  i did not see a date until after I won the item.  The way you. A see that they are dishonest is they charge taxes on food imagine how many people they charged taxes to who did not know this . After I brought this to their attention they only refunded me $.66 cents instead of .84 cents the amount I was charged extra for no reason.  I don’t eat expired food, if the date was on the item I wouldn’t have purchased the chips.  It said the price was 10.21 then they added and came up with 13.89 for the chips I was tricked they say I won it for 10.21 .  Then they charge me almost $14.  The chips are expired!  I don’t eat expired food there is a reason there is a sale by date.  I wouldn’t have brought this if I knew.  They still have the chips.  They are already guilty because they overcharged me.  This is unprofessionall!  Keep your chips and give me my money. 
  
  Regards,
  
  ******** *******
  

  Business response

  03/21/2024

  The full amount of sales tax was refunded to the customer.  

  Again, the "Best By" dates were listed on the auction title and the "Best By" dates on the actual box were photographed and posted on the auction listing.  The Best By dates are something placed on by the manufacturer, they are not an FDA requirement.  

  Because of the nature of the business, we understand the scrutiny we are under and using deceptive tactics to try to sell an item certainly wouldn't result in a long-running business with a solid bidder base.  
  We will not be able to assist *** ******* with a refund for her item.  I would recommend donating them to a local food pantry.

  Customer response

  03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  He returned 66 cents instead of 86cents. I provided pictures. This shows their  character .  That they are lying!  Why charge taxes on the food in the first place knowing food is not taxed and why only partially refund the taxes if you are honest! 2 times dishonest and you sell expired food.  And you don’t make customer aware until after won. I will never agree with them and I will never shop here again!  Others should be made aware of their ways.
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They advertise and I bought a item listed. But when I received it there was only one instead of the 6 they advertised. They have refused to get me 5 more or refund my money.

  Business response

  03/19/2024

  This issue was resolved via email through our Support Team. 

  Customer response

  03/21/2024

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a **** set being marketed on their site as brand new and would have included well over 2,000 pieces. When I arrived I picked up the product and got to my car to look it over. At that point I saw a couple of bags were missing. I walked in to return this product and was told that since I left it was no longer eligible for return. I then placed a complaint online and was informed the same thing. This item was marked as BRAND NEW, had well over 2,000 pieces, and was picked up during my lunch break at work. I am infuriated that I was led to believe I was buying a brand new product only to find out these pieces were missing and then to not be allowed to return. It is absolutely absurd to believe a person is expected to sit at your small fold up table in the cold and count out **** pieces before walking out the door, this would take hours to complete. There needs to be some level of accountability and assuredness if you are going to post items as BRAND NEW.

  Business response

  03/19/2024

  Our goal is for everyone to have an enjoyable experience using our website and to get some great deals as well.  In order to do that, you will want to familiarize yourself with our item descriptions and how items are lotted.  We deal in secondary market items.  Secondary market means, these could come from customer returns, overstock, shelf pulls or display/floor models. 

  We have no way of knowing if a customer used the item prior to returning the item or if the supplier simply had too many and sold them to us as overstock.
  We state clearly in writing throughout the website, the terms and conditions and even signs in our warehouses that we do not test items, we do not assemble items, and we don’t verify part lists to confirm completeness.

  
  Brand New: Item is complete and in original packaging. Brand New items often originate from shelf pulls or overstock. 
  

  Good Condition: Item is free of major damage or defects. The item may or may not be in the original packaging, packaging may be less than perfect, hardware may be missing, or product may have been opened previously. Minor scrapes, scuffs, chips, or dents may be present. Good Condition items often originate from customer returns, shelf pulls, overstock, or in-store display units. 
  

  Working Condition Verified: Item has been turned on and appears to have power. This grade is typically reserved for liquidated restaurant equipment, high value electronics, or high value appliances. Working Condition Verified items often originate from customer returns, restaurant liquidations or business closings. 
  As Is: Item has not been thoroughly inspected. Item could show signs of use, could be incomplete, or could have obvious damage or defects. There are no guarantees to the condition, quality, or functionality of As Is items. Although we have made our best attempt to accurately identify and describe the item, please be aware the actual item specifics such as brand, size, color, or model number may differ from the auction listing. As Is items often originate from customer returns, shelf pulls, refurbished goods, or store liquidations. 
  

  Preview for Condition: Please visit the auction location during the designated preview times to personally inspect this item before bidding. This item could have unique specifications, patterns, or wood grains that are difficult to capture in photos. Item may have been used or have defects. Preview for Condition items often originate from restaurant liquidations, customer returns, overstock, store liquidations, shelf pulls, store displays, or refurbished goods. 
  

  Refund Policy: All sales are final. No refunds, partial refunds, returns, or exchanges will be considered unless the item has been misidentified, or product condition is incorrect. It is the bidder’s responsibility to understand the defined product conditions and to thoroughly read all product descriptions and notes before bidding. Sometimes, despite our best efforts, we may inadvertently misidentify or mis-condition an item. Should you discover an error in the identification or condition of the item you won, please see an associate AFTER checking out and before leaving the building so the issue can be addressed. No refunds will be issued once you have left the building.  
  

  Being familiar with these terms is very important as to how the item’s condition is assessed.  They are also important to know because they tell whether or not your item can be refunded.  You'll want to inspect all of your items prior to leaving the warehouse.  Plug them in, take them out of the boxes, see how they work.  If they are lotted as "Brand New” or “Good Condition" and there are any issues, you can discuss a refund with the removal staff at that time.
  
  However, if they are lotted “As-Is", “Preview For Condition” and once they've left the premises, they are no longer eligible for a refund.
  We always recommend doing a little homework online for larger purchases.  Double check to see how many boxes the item should be in.  That way you'll know if your item is complete or not.   
  All of these terms are posted in every auction and must be agreed to in order to place a bid.
  
  *** ****** did not inspect the item before leaving the location.  Per her complaint, she opened it in her car, in her email she wrote she opened them at home.  She advised that she discovered bags of ***** were missing.   The same thing could have been discovered had she inspected her item at the testing areas at the warehouse.  (No one would expect anyone to open sealed bags and count each ****).  Because the item was not inspected at the warehouse, there is no way to prove it is in the same condition when they picked it up.  That is why we list, in the auction terms and on the signs in the warehouses, that the items are to be inspected prior to leaving the building and if there are any issues, it can be handled at that time.  Once the item leaves, it is ineligible for a refund.  
  
  Our lotters create auctions of well over 100 items a day.  They do not have the time to closely inspect items they list, nor are they experts in the items they list.  Which is why we stress to bidders that they need to inspect their items. 
  
  At some point, it is the bidder’s responsibility to read the terms that they are agreeing to and to become familiar with the item description definitions. 
  
  We are unable to assist *** ****** with a refund for her item.  
  
  
  
  
  

  
  

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  - this item was marked as brand while i acknowledge there is some buyer beware this specific product was deceptive in itd posting to purposely run up the bid. When I got out to the car it was clear it was not brand. I was at work for the day limited on time and my level of concern was decreased based on the labeling of this product as brand new. This is a very deceptive posting because your workers would have been aware of that thsi product was not brand new. This is of a level of scam bc I would have never bidded this product so high if it was properly marked "as is" or even in "good condition". There should be a level ownership when a product is marked as brand new and doesn't even have intact tape. This will be taken to the FTC as a scam as well if this cannot be settled through the bbb as this was a very deceptive auction. My complaint is not that the product was incomplete it is that it was marked as brand new, which on your behalf would allow you to know the buyer is going to increase their bids based on. It was deceptive and no level of company policy makes what was done here right.
  
  Regards,
  
  **** ******
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Online auction site. They are posting a photo of the product I am bidding on. When you get home and ope the box it is something totally different. It says good condition but half the parts are missing. Won what said was a blanket and it was a 4xxxl bear outfit. Bought a hummingbird feeder that was nothing like the photo and was impossible to put together. Bought a portable dvd player and it was obviously smashed but they refused to give me money back on all of these

  Business response

  03/19/2024

  We are an auction company that deals in secondary market items.  Secondary market means that items could come from customer returns, overstock, shelf pulls or display/floor models. We have no way of knowing if a customer used the item prior to returning the item or if the supplier simply had too many and sold them to us as overstock.
  We state clearly in writing throughout the website, the terms and conditions and even signs in our warehouses that we do not test items, we do not assemble items, and we don’t verify part lists to confirm completeness.
  
  We use 4 different kinds of descriptions when lotting items: Brand New,  Appears New, Open Box (Please Use Preview, Unverified Condition) and Damaged.  (The item descriptions were updated the first of March, however, these item descriptions were in effect during the time-frame referenced in the complaint) 
  The following are the definitions for each that are posted in the terms of our auctions:
  
  Condition of “Brand New”: Brand New items are new and unused merchandise. It may not be in its original packaging. They should perform as expected. If you pick up your item and it is not new, or does not work, you can return that item before you leave the pickup location. These items are guaranteed for functionality and completeness. A bidder must examine the item thoroughly when picking up. If the item is not brand new the bidder MUST report this at the warehouse prior to leaving the premises. Once the bidder has left the premises with the item, Fast Track It cannot issue any refund for issues arising with the item
  
  Condition notation of "Appears new": these are items that appear to be in a new condition or have never been used previously. These items are not tested for functionality or completeness -for items that are marked "appears new" a bidder must examine the item thoroughly when picking up. If the item does not appear new or unused or if there is an issue, the bidder MUST report this to *** *********** **** prior to leaving the premises. Once the bidder has left the premises with the item, *** *********** **** cannot issue any refund for issues arising with the item.
  
  Condition Notation of "Open Box" "Please Use Preview" or "Unverified Condition": Items marked "Open Box" "Please Use Preview" or "Unverified Condition" indicate that they could come from a multitude of circumstances - shelf pulls, overstock, returns. An open box item could be incomplete and has not been tested for functionality. Taking advantage of the listed inspection days is strongly recommended for these items. *** *********** **** cannot issue refunds on these items if there are issues arising.
  
  Condition notation of "Damaged": Items marked "Damaged" could be new or used, but are noted to have certain damage. If possible, items will have secondary photos that display the damage, but are not still not tested for completeness and functionality and could have more damage than found upon being inventoried by 2MC. *** *********** **** cannot issue refunds on these items.
  
  Being familiar with these terms is very important as to how the item’s condition is assessed.  They are also important to know because they tell whether or not the item can be refunded.  They are also required to be agreed to in order to receive a bidder number to participate in our auctions. 
  Our lotters are not experts in the products they are listing.  They would not know how many boxes an item comes in, they do not know models of freezers, equipment or furniture.
  They photograph the item, and scan the barcode to populate the fields in their lotting program.  If it is without a bar code, they try to find it online for the description.  That is why it is important to inspect your items when picking up and discuss any issues with the removal staff prior to leaving the building. 
  Also, that is why we have inspection days and times you can take advantage of.  You are welcome to go to the location and inspect the item for yourself.  Turn them on, take them out of boxes, do what you need to do in order to feel comfortable bidding on the item. Those days and times are listed in each auction and we always recommend using those especially if interested in expensive or “Open Box” items.
  That information is posted everywhere on our website, in our warehouses and in the Auction Terms that are agreed to in order to participate in our auctions. 

  We will not be able to assist *** ************ with a refund for her item.

  *** ************ deactivated her account on Feb. 7, 2024 but then emailed in on Feb 17, 2024 asking that we reinstate her account.  She advised that she should have looked closer at the photos.  Her account was reinstated without issue and she’s utilizing our website as recently as last night. 

  
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bidfta is an auction site that continues to be more unreasonable and lacks any customer service. I live in Columbus, Ohio. I won an item on Sunday 3/10/2024 close to Cincinnati. I found out Monday 3/11/2024 I would have to travel to Michigan that day, from 3/11 - 3/14 therefore would not be able to pick it up those 3 pickup days. Finding that out I emailed them immediately and multiple other times within the 3 pickup days they had given. I then offered to pickup tomorrow 3/15. They said no. It's a reasonable request. Work drew me out of state after I won this item. But then I asked for a refund. They said no as well. I asked to speak to a manager and esc**ate. They refused me and said they would not. "We do not esc**ate issues such as this." Well that's too convenient to dictate what they will do, when they refund, and if you can esc**ate anything. See attached email string for you to see their delivery, response, and lack of customer service to the consumer... It's not the amount. It's the principle and lack of working with anyone with extenuating circumstances. But then just cut you off no one else to esc**ate it to. Their the judge and jury and end it with consumers having no recourse should be against the law. I offered 3 or 4 options and they simply tell you no, so they can take your money and resell it again. Thanks, **

  Business response

  03/19/2024

  The warehouses are on strict inbound and remov** schedules and do not hold anything beyond their posted remov** days.
  Remov** dates are stated on every auction as it’s running and **so on the receipts customers receive once it’s charged out. They are not a surprise and we **ways recommend paying attention to them so customers can plan their schedule around picking up.  
  
  We cannot issue refunds for items not picked up on time.  
  
  The First line in our Auction Terms reads “This is an ONLINE ONLY AUCTION PLEASE DO NOT BID IF YOU ARE NOT ABLE TO PICK UP YOUR ITEMS during the scheduled remov** times NO refunds or chargeback will be granted due to a lack of remov** at the designated times. After the scheduled remov**, items will be considered abandoned and you will be charged a remov** fee for dispos** of your items”

  We receive many, MANY emails about illnesses, family emergencies, car wrecks and other incidents that keep bidders from making their remov** days.  
  Mr. ******* did email in advising he couldn’t pick up and he was advised that we could not hold items beyond the posted remov** days, he was **so offered the option of sending someone in his place with his receipt and their ID and they could pick up on his beh**f. 

  Issues such as this do not esc**ate to a Manager or Supervisor because our Support Team is very well trained on our policies and are able to relay that to the customer.  These policies are set by the owner of the company.  Speaking to someone “Higher up” will not result in a different response.  We are a consistent company.

  **so, it takes a significant amount of time, money and man-power to re-lot items that have not been picked up.  It isn't as simple as "You're just going to re-sell it anyway".  The item must be pulled, re-lotted, placed into another auction, re-posted, re-sold, re-staged and picked up.  We actu**ly lose money on items that have to be re-lotted.  
  

  Mr. ******* was advised of the non-pick up policy and offered another option.  We are unable to assist him with a refund for his item. 
  I am including the Auction Terms in the attachments **ong with the receipt for Mr. *******.  Both clearly show that we do not offer refunds for items not picked up on time. 
  

  
  

*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. ↩