Complaints

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a cabinet from Nellis. It was marked as no "damage" and said hardware missing. It was for a new house so we didn't open it for a few weeks. Upon opening it, there was damage to the doors and two main pieces of the cabinet were missing. I reached out to Nellis and it took over 3 weeks to get a response. In the meantime I had contacted *************************, Nellis' Chief Operations Officer. He advised they had a "no questions asked" return policy. Days later I get an email saying they will not allow a refund because of how long it took, yet it took 3 weeks for them to respond. They did offer a store credit if I drove the hour each way to return the item. I'm not interested in that. Their post for the auction was misleading and incorrect and it is impossible to build anything from what they sold. I am no longer comfortable buying from them since they are dishonest in their posts.

  Business response

  05/25/2023

  Good Afternoon, 

  Nellis Auction asks that all guest's interested in bidding on product agree to our terms of service which display the following - "Information Control: Information about Auction Items is posted by Nellis Auction on behalf of Sellers. Users may find Item information to be inaccurate or lacking in detail. Nellis Auction makes no representations or warranties with respect to such information or Auction Items, all of which are provided "as is". We strongly advise that You make use of any available inspection period to personally inspect Items so that You can make the best bidding and buying decision possible. Please use caution and common sense when using the Website. Nellis Auction has no control over the quality, safety or legality of the Auction Items listed, the truth or accuracy of the listings or any other information provided by Sellers about the Items." 

  This information can be accessed at anytime by selecting on your terms of service at the bottom of our main page. Additionally, Nellis Auction offers a 7 day "hassle free" return window, when communicating with ****** the item appears to have been within the return window so the option to return the item was granted. Unfortunately, Mr. ****** did not return the item within our return timeframe. He then spoke with an agent on 05/17/23, who approved a courtesy late return for the item to be returned for a full refund to be issued a store credit on his account. Mr. ****** accepted this offer and his account has been notated of this courtesy. 

  Customer response

  05/25/2023

   
  Complaint: 20075384
  
  I am rejecting this response because:

   

  As you can see if the attached photo, my communication with ****** is in writing and took place in May.  He is their COO and they need to stand by his words. If this isnt resolved I will also file a lawsuit.  
  
  Sincerely,
  
  ******** Flight

  Business response

  05/26/2023

  Good Afternoon, 

  Thank you for providing additional information regarding the correspondence between Mr. ****** and our COO, ******. Mr. ****** has been a guest with Nellis Auction since 07/15/2020, and has previously previous product to be well aware of our 7 day return window. In the initial correspondence, Mr. ****** mentioned he had the product in his possession for 3 weeks, which indicates he is aware that the product has been in possession for longer than our return policy allows. Mr. ****** reached out to ****** who provided a quick response believing the item was still within our return window. Mr. ******* was granted the option to return the item for a full refund as store credit which was discussed with him during a phone call on 05/17/23. Nonetheless, our customer service team will be following up with Mr. ****** to provide an extension on our return window and allow the item to be refunded to the original form of payment. 

   

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nellis auction accepted my bid on a product. I paid for the product. My credit card has been charged. I scheduled a pickup for May 2nd and now everything from the transaction has disappeared from their website and my pickup appointment is missing as is my product. But my credit card has still been charged and my request for my product or a full refund is being ignored. They are scammers.

  Business response

  05/25/2023

  Good Afternoon, 

  The Nellis Auction policy for payment would require that a payment be attached to an order when scheduling a pick up appointment. In the event the appointment is marked as a "cancelation" or "no-show" the funds attached to the scheduled appointment are released back to the guest since it is only a pre-authorization charge. Unfortunately, this process can not be expeditated as the financial institution would be in charge of releasing the funds back to the guest's account. After reviewing **************** Nellis Auction account it appears as though he simply rescheduled the appointment to which this claim was filed and has since picked up his product from our ****, ***** facility. I have attached a copy of the purchase receipt for your reference. 

  Thank you for your time. 

• Initial Complaint

  07/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 13th, I won several items and attempted to cancel some of the items I had previously won. I was informed on the site that the fee will be waived because my account is in good standing (green). After the second cancellation, Unbeknownst to me, I was charged fees for the cancel and saw fees on my account. I was not aware at the time I was going to be charged, Otherwise I would have picked up these low value items. I contacted chat and spoke to a Fernanda. I informed her of same. Fernanda seemed less thrilled to help me and informed me that it was not a system error and charges are "valid." I explained to her that I was not informed at the time that I was being charged fees to cancel. Once I notice that a fee will take place, I stopped cancelling. I informed her that I was not happy at all with the service she provided and will be putting this in a survey. It seems that my account may be restricted based on the unpleasant interaction with the agent. I wish to express my concerns for better customer service about the flawed website and unexpected "fee" status when cancelling. Also wish to see why I can't pay for my items to pick them up as the screen turns grey when attempting to proceed to checkout. I've tried different browsers and had similar issue. Furthermore, I wish for the fees (in the amount of $2) to be reimbursed or credited to my account.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/07/25) */ After reviewing the account and conversation via live chat, we attempted to contact the customer to resolve this concern and explain our policy. We have waived the relisting fees in the amount of $2.40. The customer was contacted on 07/19/22 to review the encounter and we were told he was busy with dinner and requested to be contacted on 07/21/22. The customer was called on 07/21/22 at 11:01 a.m. a voicemail was left requesting that he return the call to review the concern. We reached out again on 07/21/22 at 4:49 p.m. to discuss the concern. As of 07/25/22 the customer has not returned any of our phone calls and has since acquired more fees on their account. As explained in our terms of service when an account has relisting fees applied, a customer must submit payment within 7 days of occurring the fees or the account will be placed in delinquent status. Temporary "deactivating" the account until the relisting fees have been paid.

*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. ↩