Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a cisily sponge holder for $9 + tax+15%premium and what I received was a closet hook. I contacted them and told me that they improperly described the item online. How can they improperly described it when aside from the description, they put in a picture of the sponge holder that matches the description. They wanted me to return the item, spend $20 for the gas plus my time to drive all the way to *************** to have the amount refunded.. for the problem that they themselves caused? I want them to reimburse me. If they want the item back, I can mail it to them but they have to pay for the shipping. I dont want and I dont need the item.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nellis indicates I checked in and picked up items at 5:11am on 11/30 but 1. They are not even open until 7am.2. My appt was at 7am 3. I missed my appt at 7am due to family emergency but they claim I picked up the 20 items but that is false. It sounds like they messed up & gave the items to the wrong customer or something. Im without the items and want my money back. Items were never picked up by me. When I called they admitted as much that the system marked it as picked up in error and that they would call me back but instead they just asked me to return the items for a full refund but I cant return what I didnt receive. I have spent thousands at this company. I have no reason to lie. I have a witness that can account for my whereabouts during the time they say I was there. Either an employee stole the items or they made a mistake.

  Business response

  12/22/2024

  We are writing in response to a customer complaint regarding an incomplete order at our ****, ***** location. After thoroughly reviewing the customers account and the events that transpired, we took the following actions to resolve the matter:
  
  The customer was issued a $30 inconvenience credit by our management team as an acknowledgment of the error.

  
  A full refund of $295.02 was issued to the customer on 12/03/2024. This refund corresponds to the order initially scheduled for pickup during their appointment on 11/30/2024. (The return receipts will be located within the receipts tab of the customers ********************** account as receipt numbers ******* and 7233672)

  
  We believe these actions fully address the concern and demonstrate our commitment to customer satisfaction. Should you require further information or additional documentation, please do not hesitate to contact us.
  
  Thank you for your time and assistance in this matter.

  
  

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around nov16 I won a media ****** btu portable A/C unit ***** Retail price ****** .When I went to retrieve my win the following day. The attendant brought out some cabinet of sort. Not my a/c unit. When I questioned where was my merchandise, a higher up kid say sorry there was some kind up mix up . And he'll return my ***** dollars. I said I'd prefer my fairly won auction a/c unit. And said he couldn't do that. I call customer service and "ally " says we refunded your money. That was not acctable. ( they continue to auction the very same unit on multiple auctions). 5 days later on the 21st nov. I win a ***** btu portable a/c unit. ****** retail price Winning auction price ***** I drove the 1 hour drive ( again) to retrieve my fairly won auction item . Only to have this kid bring out so unboxed piece of junk not even resembling my purchase. I now call from the lot to no avail. I leave a call back number and ( again) no response. I've emailed multiple times to ********, some lady named ***** . With a generic email saying how busy they are and they hope i found a resolution to my issue. We'll I pray you're my resolution. It certainly appears that they didn't receive the sale prie they'd hoped and lied to me . I would appreciate my merchandise. Thank you so much *** *******

  Customer response

  12/09/2024

  This auction continues to auction off the exact models of A/C units that I was denied after winning ( not only one auction but a second) I'm not sure what government agencies regulate and police these entities, but, I would appreciate it if you could foward that information.  No one is above the law. 

   Thank you 

  ******* j Otoole 

  Business response

  01/31/2025

  We take all customer feedback seriously and aim to resolve any issues in a timely and fair manner.
  
  As an online return and liquidation warehouse, Nellis Auction resells returned goods, and customers who join our platform must agree to our Terms of Service. Our terms state that items may sometimes arrive mislabeled or lack certain details, as we are handling returned products. However, we strive to provide the best service possible and ensure satisfaction.
  
  For any items that do not meet your expectations, we offer a 7-day return policy, allowing customers to return items within 7 days from the date of pickup. We understand that human error can occur, and on rare occasions, items may be lost within our warehouse. In such cases, we make sure to communicate with the customer promptly and issue a full refund for the lost item, ensuring we do not retain funds for goods that cannot be released.
  
  After reviewing your account, I can confirm that a $20 inconvenience credit was offered to you as compensation for the error made while on-site. We sincerely apologize for any inconvenience this may have caused and hope that this resolution helps to address your concerns.
  
  If you have any further questions or if there is anything else we can assist you with, please dont hesitate to reach out.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They described a ******* tent as new, no missing or damaged parts, etc. Prepared meals for two days, packed up for camping trip and tent was not new, poles were broken and kids items and garbage was inside the tent. I could not use it with the broken poles. The rain fly was also missing. I had to go back home (2 hrs each way). They agreed to refund the purchase price and not a credit to account. They extended the 7 days for refund, I returned the tent within 30 minutes after they agreed to the refund. I have a photo of the tent in their parking lot with their employee. They are refusing to refund the $80 and they arent responding to my email messages or phone calls. Its been over two weeks since I returned the tent. They have my money AND the tent. This is not acceptable. This makes them thieves. The item on my dashboard isnt marked the item as returned either. This company has diminished in quality of items, descriptions and service. They ought to be put on notice and if they dont change, they should be shut down. This is truly a bait and switch operation now. And they are thieves. Please help. OH, and deceptive practice in an Auction that has an end date and time. They are extending the time, in this case it was 57 seconds AFTER the posted end time. This is so they can get a higher price with last minute bidders. Crooks all-around.

  Customer response

  10/01/2024

  The company, Nellis Auction has finally processed the refund and it has cleared my account. 
  I dont think this would have happened with my efforts alone. 
  Hopefully theyll increase their efficiencies and service level to operate successfully. I dont think I will ever patronize them again being how poorly I was treated. 
  I appreciate BBB for what you do. This recovery, I think, is a direct result of your intervention. Thank you. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Aug.3rd Won the bid on a refridgerator. The description said it was functional. I paid $76.18 and drove 3 hrs to ******* to pick it up on the 6th I believe. Got it home, another 3 hrs back and let it stand overnight. I plugged it in....nothing! The cooling unit was no good, just dead. The only thing that worked on it was the door light. I tried to call numerous times couldnt reach anyone so I emaied them about it. No response, tried calling again nothing. I then initiated a return and filed a dispute with my bank. I was so angry a 6 hr drive costing me close to $100 for a piece of trash, I was not going to repeat my loss to return it. On the 17th of Aug. I had to make a trip to ****** so I decided to return it to them then which I did. I was told 3 to 5 days for a refund. I have not received my refund and still unable to reach by phone. They were deceptive saying it was functional and it was not.

  Business response

  08/26/2024

  Thank you for reaching out to us with your concerns. We appreciate the opportunity to address your complaint and provide clarity on our policies.
  
  As outlined in our Terms of Service, which customers must agree to prior to placing a bid on our platform, items may occasionally be mislabeled. To address such situations, we offer a 7-day return window if an item is found to be mislabeled or does not meet your expectations.
  
  Our records indicate that ****** spoke with a customer service representative on August 9th. During this conversation, it was noted that we had not received an email from ****** and when asked she was uncertain about the email address used when contacting customer service. Despite this, the team granted ****** a late return for the item in question when she arrived at our warehouse to return the item outside of our 7 day return policy, allowing it to be returned and refunded.
  
  We are pleased to inform ****** that her refund has been processed. She should see the refunded amount reflected on her bank statement within 3 to 5 business days, depending on the financial institutions processing time.
  
  We apologize for any inconvenience you may have experienced and appreciate your understanding in this matter.

  Customer response

  08/26/2024

   
  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

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nellis Auction received my item & did not refund my credit card for the return. Purchased: Sun, Jul 21, 2024.Receipt: #******* Item initialized for return approx Fri, Jul 26, 2024.Returned product Fri, Jul 26, 2024 to ******* - Nellis Auction.Jul 26, 2024 Nellis Auction ******* backed out my return initialized as if a return was never request. Jul 26, 2024 Nellis Auction keeps my product I returned and clears out any tracking of the item that they received and have the item. No notification given to me by Nellis auction. I reach out 7/30/2024, via email, because I could not reach them by phone, and I am given an email that reads: @ 07/26/2024 - 12:35 PM All items were not returned. Missing the control for the unit, it is shown in the post photosThe reason I returned the product is because the ********************** did not match what I received, therefore, I returned the item the way I received it. Now I am rejected and accused as a result of Nellis Auctions faulty system and because Nellis is not delivering the consumer the item as described on their website.7/31/2024: I checked my account purchases/ returns and Neliis Auction re-enter the return initialized and dated that initialized return 7/30/2024, as if I initialize the return 7/30/2024 when I actually initialized the return at an earlier date and returned back the item on July 26,2024.Nellis Auction input: Return Initialized on Tue, Jul 30, 2024 As of today: Nellis Auction has not issued a refund of $113.75 to my credit card used for the purchase.As of today Nellis Auction kept the merchandise returned and my $113.75.Item # ********** 2.0 HP In/Above Ground Swimming Pool Pump, 110V/220V Dual Voltage 6840GPH Single Speed Pool Water Pumps lnground Above Ground with Filter Basket Nellis Auction received my item & did not refund my credit card for the return.

  Business response

  08/05/2024

  I hope this message finds you well.
  
  We are writing to address a recurring issue concerning ****'s recent returns. Our records indicate that there have been several instances where items were returned incorrectly or swapped out. Each time, we have sent an email detailing why the return was not accepted and provided information on our return policy.
  
  According to our policy, when an item is returned incorrectly or does not meet our return criteria, we offer a 7-day window for customers to pick up their item. After this period, the item no longer qualifies for a pick up and is discarded. 
  
  Unfortunately, as the item in question was returned without all of the components released, the item is not eligible to be refunded. We encourage **** to review our return policy to prevent similar issues in the future and to ensure that returns are processed according to our guidelines.
  
  Thank you for your understanding.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a return on an item on 6/22/2024, which your staff processed. However, I later realized that I returned the wrong package. When I came back to your location on 6/24/2024 to retrieve the item and return the correct one, your staff couldn't find the item and instructed me to return on the weekend to speak with the weekend shift manager. Unfortunately, the weekend team also couldn't locate the item.I noticed that my pending refund has been rejected, and I am still expected to return the original item. I need an immediate resolution as I do not need the vacuum, which was not as described on the website (it is not new), and I need my package back. I am not willing to accept the $20 offered by the weekday shift or the $100 offered by the weekend shift without any refund assurance.Your staff didn't even know they had the wrong item until I came back 24 hours after the return to report the mistake, and no one could find the item. I live 27 miles from the location and have had to drive 45 minutes each way just to talk to managers (weekday manager first and weekend manager second) who can't guarantee a resolution. Now, customer service cannot provide a solution and wants me to come back again to speak with another manager.I have also reached out to customer service, and it has been a headache. *****'s responses do not seem to comprehend my initial email explaining that I spoke to two different managers who cannot guarantee compensation or the return of my item. I asked ***** to escalate this to a supervisor or site director, and she hasn't responded. I have been back and forth with customer service for 19 days without a direct resolution.I am requesting a prompt and amicable resolution to this issue.

  Business response

  07/25/2024

  To confirm that the original item you dropped off at our warehouse could not be identified as a Nellis Auction item after 24 hours and was therefore discarded. This information was communicated to a family member of yours who reported the issue to the warehouse. Once on-site it was explained to the team that the item left behind was not purchased from Nellis Auction, since the item had already been discarded compensation for this inconvenience was offered, at that time you opted to not accept the compensation offered by our weekday and weekend shifts due to the lack of refund assurance.

  As mentioned by management on-site, to both the account holder and your family member we will guarantee a full refund if the Nellis Auction item purchased from our company is returned to our facility.

  We apologize for any inconvenience this may have caused. If you have any further questions or need assistance with the refund process, please do not hesitate to contact us.

  Customer response

  07/26/2024

   
  Complaint: 22014955
  
  I am rejecting this response because:
  The week day shift said they would give me $20 credit for the item, and the weekend shift said they couldnt guarantee a refund but will escalate the issue. All they wanted was the item back without a guaranteed compensation. I then reached out to customer service to ask for a guaranteed resolution which was never offered but all I kept getting was partial answers. Still till date go guarantee or direction on what resolution will/can be offered.
  Sincerely,
  
  *****************************

  Business response

  07/26/2024

  The account ***************************, sent his son ****** to the facility to address the concern of returning an item that did not belong to Nellis Auction. Our team did their best to identify the item in our possession before discarding it as it was determined that the item did not belong to Nellis Auction. 

  Once the family returned to the facility to inform us that the wrong item was returned, the item had already been discarded, our management team offered them an inconvenience credit of $20 which was denied on the weekday, and then an additional $100 which was denied on the weekend. 

  On the final visit to our facility, it was discussed with son ****** that only credits could be offered for the inconvenience of the discarded item. Ultimately, to be refunded for an item purchased through Nellis Auction the item needs to be returned to the facility as listed in our terms of service which all guests agree to prior to submitting a bid on our platform. ****** agreed to the discussion and left the facility. 

  The discussion still stands, if the customer would like to return the item purchased (inventory number **********), we are willing to provide an exception to our policy and offer a late return the item merely needs to be returned to the warehouse as listed in our policy. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account has been deactivated, with no explanation as to why. I called customer service and was told that there was a risk with my account, but I wasn't told what it was because a manager was the one that deactivated my account, not allowing me to pay for my items. I was given this email: ********************************** but I never got word from them when I sent an email. A few days later, I called again and was put on hold for two hours after someone said they'd check what the issue was. And no one ever placed me back on the line. Additionally, the descriptions and listings of the items are almost never right. I have bought items, saying they were new but they would be either broken or it wasn't what was shown on the listing.

  Business response

  12/11/2023

  We appreciate your recent correspondence and would like to address the concerns you raised regarding the alleged deactivation of your account.

  Upon thorough investigation, we have found that your account is, and always has been, active. During a recent phone call you mentioned to an agent, that the deactivated account belonged to your mother. We understand there may have been a misunderstanding or miscommunication during your conversation with our representative. However, it was communicated to you, that the reason for the deactivation of that account was a result of return fraud. As items being returned contained a different serial number than those purchased. Confirming that items were being swapped out and returned, with an attempt to be refunded for product that was not purchased through Nellis Auction.

  Our records indicate that you contacted Nellis Auction via phone on 12/11/23,  to inquire about a payment error within your account, and we confirmed that you were on hold for less than 25 minutes as our representative worked to gather additional information. However, during the initial conversation prior to being placed on hold, there was no mention of your account being deactivated.

  In fact, the customer has even placed bids for items currently live in auction, if an account is deactivated bidding access is revoked. A photo of the bids has been provided with this correspondence. 

  Regarding the issue of a product return, we would like to clarify our policy. Nellis Auction offers a generous 7-day return window to ensure customer satisfaction. This policy allows you ample time to evaluate your purchase and decide if it meets your expectations. The terms of service, which are agreed to by all customers before submitting a bid, explicitly outline this return policy.

  If there are specific details or concerns you would like us to address further, please provide additional information, and we will be more than happy to assist you in a timely manner.
  Thank you for bringing this matter to our attention. We value your continued support and strive to provide excellent service.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an ************* 24x36 Poster Frame 3 Pack, Black Picture Frame For Horizontal Or Vertical Wall Mounting, Durable And Scratch-Proof Black 24 X 36 for $25. The description stated the following:QUALITY New Yes No Damage No Assembly Needed In Package No Missing Parts LOCAL PICKUP ************************************************* ITEM DETAILS SUGGESTED RETAIL PRICE:$62.99 BUYERS PREMIUM:15%INVENTORY NUMBER:1013220529 ********************** Every frame had a crack on the top right corner. This is one of many items (5-7) that I purchased with incorrect descriptions. I will go back to post them all. Its my belief that they list damaged inventory as new to drive up the auction price and bet on customers not returning these items.

  Business response

  11/03/2023

  I am writing to apologize for the inconvenience you experienced with your recent purchase with Nellis Auction, we are an online returns and liquidation warehouse where most of the product is either used, gently used, and/refurbished. 

  Your satisfaction is our top priority, and we take full responsibility for the error in the product description. For this reason we offer a 7 day hassle free return window, this allows all guests to keep an item in their possession for a full 7 days before deciding if they would like to keep the item or return it for a full refund. (located within the *** section)

  We provide full transparency within our Terms of Service (section 10) by notating that an items condition *** differ once assembled or upon thorough review once unboxed.  

  I have attached the photos of these conditions for reference. 

  We understand that your trust *** have been shaken, and we are committed to learning from this mistake to improve our product listings and descriptions to prevent such incidents in the future. Your feedback is invaluable to us.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I won 7 auctions for each auction was for 24 amazon basic black backpacks at Nellis Auction Phoenix. I paid for the transaction on Sunday 6-11-23 and went to pick them up. I was handed 7 backpacks. We had the receipts and the wins but they said they didnt have them and someone had made a mistake. My ************ were to take the 7 or get a refund. Well surprise surprise on Tuesday 6-13-23 174 amazon basic black backpacks are up for individual auctions. This is clearly not right for a business to do.

  Business response

  06/16/2023

  Good Afternoon, the item(s) that were originally bid on were mis-described/listed incorrectly when posted into the auction, this information has been shared with the customer as she opted to return the items to be fully refunded. Once reprocessed, the processing department updated the information listed on the auction post to display the correct information. 

  This complaint has been addressed with the customer directly as she called in to speak with one of our customer service representatives. We are currently working with the corresponding facility to ensure this customer's concern is resolved. 

  Customer response

  06/17/2023

   
  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.

  They have done the same thing another day on another 24 pack of backpacks and so I taoled to all the managers in ******* with no help only to say they made a mistake. That is a lot of mistakes.  So I kept the one backpack that they gave me to keep the case open. They closed the one on the 7 purchases because they gave me a refund.  After talking to a customer service manager in ********* they agreed to give me as many backpacks as they could gather over 4 days.  While this isn't 168+24 over this issue it is at least better than handing me individual backpacks and saying it was a mistake. 
  
  Sincerely,
  
  *************************

*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. ↩