Complaints

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This auction house uses some sort of computer program to inflate bidding. I have bid on multiple auctions and the auction price behaves strangely and not as it should if it were not influenced unfairly.

  Business response

  11/29/2023

  Hello,

  The majority of the auctions we host have reserves.  Live Auctioneers provides a 'Competing Bid' button to the auctioneer to assist in reaching the reserve at which point the button disappears. The auctioneer will use this button if no one is bidding on a lot so we can move onto the next lot, or if there is only one bidder placing bids and the reserve hasn't been reached yet since a bidder cannot bid against themselves. 

  Hopefully this helps

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a handbag at auction and when I received it the chemical odor from the bag was overwhelming. It smelled like a dry cleaning factory. I immediately washed my hands and could still smell the chemicals on them so I put the handbag back in the original box and took it to the post office that day. Bidhaus has the handbag but will not refund my money because I did not notify the correct email. I replied to the email on the invoice they emailed me and in addition to the email on their website (listed on the email). Then they said their quality assurance **** would not let it leave there with a chemical odor- well then get new employees that can smell as there is NO WAY THIS ODOR COULD BE MISSED. In fact, when I returned from the post office, my kitchen still smelled like chemicals. I cannot make this sh-- up.

  Business response

  03/13/2023

  Hello,

  As we are an auction house, all sales are final as clearly stated in our Terms & Conditions; by registering for and/or placing a bid in any BIDHAUS auction the customer acknowledges that they have read,  understand,  and agree to our Shipping Payment & Auction Policies (see attached).

   

  The item condition of this bag was listed as a C rank for "Heavily Used".  It is not uncommon for a used vintage bag with this ranking to have storage or keep smell.  What is very uncommon is for our quality control team to ship a bag to a customer that smells like a "known carcinogen"- that bag without doubt would be rejected and sent back to the consignor.  

   

  In the rare occurrence that a refund would be offered to a customer, they are instructed to send an email to ********************************** within 3 days of the bag being marked delivered (see attached T&C).  The customer emailed ********************************************************* and ***********************************, and without receiving a response shipped the item back.  ************* has policies ad procedures that must be followed.  Although the customer sent an email, it was not sent to the correct party.  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold pair of earrings claiming that they made by *** ***** and arpels In fact they are fake and they would not take them back and refund the funds Fraud I]at its best right into your face

  Business response

  04/13/2022

  Bidhaus operates on virtual consignment. We work with established consignors with completely authentic inventory which is why we can confidently offer a 100% money back guarantee of authenticity.
  
  When we first connected with ***************, on March 2, 2022, he wanted to purchase these earrings for one of his buyers. He asked for proof of authenticity, which these earrings come with.However, being that the initial purchase of these earrings was in *****, the paperwork providing proof is written in ********. The serial number on the back of these earrings matches the serial number on the paperwork. The images that **************** was provided prior to his purchase show that this paperwork is written in ********. Nonetheless, he continued with the purchase. 
  
  We believe the buyer **************** had lined up for these earrings may have backed out, as suddenly **************** has made multiple attempts to get out of his purchase after being extremely ******* and rude with our online staff while completing his purchase (as noted in multiple messages we are able to provide if needed).
  
  According to our terms and conditions, when an item is purchased, payment is expected within the first 48 hours. **************** waited 13 days to fulfill payment for this item.Additionally, **************** tried to back out of his purchase prior to receiving it by claiming that he no longer wanted it if it did not arrive within the delivery window in our terms and conditions. Based on his date of payment, we needed to ensure the item arrived by April 5th. His package arrived April 1st.
  
  In the multiple conversations we have had with ****************, he has claimed that he believes these earrings are inauthentic because the paperwork is not in English and because he claims he went into a *** ***** store and was told by a clerk that they could not confirm authenticity in the store.
  
  When asked for clarification on his experience in the *** ***** store, **************** refused to provide details (LiveAuctioneers requested the same proof, and their request was denied as well). He would not share the name of the clerk or the location of the store.He simply stated over and over again that they refused to authenticate.
  
  When asked what level of authentication would be acceptable, he did not have an answer and simply continued to ask for a refund.
  
  We followed up by reaching out to the *** ***** store nearest to his home and were told they would absolutely be willing to authenticate the purchase if someone were to come in and provide the materials that **************** has already been provided with his purchase (the earrings, the authenticity papers, and even the receipt from the original purchase date years ago). We encouraged **************** to please bring all of these materials to the *** ***** store as we are certain of authenticity and would like to get this issue squared away.
  
  In our last phone conversation with **************** on 4/5/22, he made multiple comments about not wanting a ******* product. These earrings come from a consignor in *****. We did explain this to **************** but he continued forward claiming that he only wanted products from *******. We did make him aware that *** ***** is a **************** that sells their products globally and, in obtaining their items, it is just as likely to receive them from an American consignor as it is a consignor from any other country. He continued to make comments such as, they got in *****, they got in the Orient, they got in *****. We continued to explain that these items are from a reputable company in ***** and he continued with racially charged replies, such as To you, its *****. To me, its orient. which, as a business, we do not tolerate. At this point in the conversation, **************** was adamant that he was now returning the earrings because they were not purchased in *******. As per our terms and conditions, that is not an acceptable reason for return. When we broached that subject, he went back to his original claim that he was returning them because he does not believe they are authentic. We asked him once more to please bring the earrings to the *** ***** store so he can be assured of their authenticity. Again, he refused.
  
  Additionally, we followed up with our consignor. We have had a relationship with this consignor for over a year and they are internationally known for their luxury consignment. In speaking with our representative about the issue we are facing with ****************** complaint,we were told the following:
  
  The issue was checked with our authentication experts. As they explained to me,often with brands like this (often Cartier as well), they only keep database for items sold in the country (of the store location) and unable to authenticate based on serial numbers in foreign countries. As this item comes with the certificate issued in *****, there is no doubt about the authenticity.
  
  We are certain that these earrings are 100% authentic and are going above and beyond to prove this to ****************. He is going to unreasonable lengths to slander our name via this BBB claim and a fraud dispute on his card but is refusing to take any steps towards resolution even when we have provided him with a nearby *** ***** location where he can bring his earrings for outright authentication.
  
  As of this morning, 4/6/22, **************** has placed the same complaint with LiveAuctioneers, the platform on which we list auctions. The LiveAuctioneers representative forwarded the complaint to us while stating the following: I've requested a written letter from an expert to prove his claim but he did not send any.
  
  As an auction house, our only acceptable reason for refund is if an item is inauthentic. **************** knows that which is why he continues to insist that these are not authentic but simultaneously refuses to obtain proof or follow through with authentication at the nearby *** ***** store.
  
  
  We would like this resolved immediately and will provide whatever information is necessary in order to do so.
  
  Thank you,
  The Bidhaus Team
  

  Customer response

  04/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   LAdies and Gentleman

  I do not wish or will get engaged in argument about it

  Item I bought is completely not what was advertised (it never mention that it is make in Asia) and on top of it was rejected by sales people in flagship store in Miiami

  I can not and will not disclose name of the people who I spoke with there because they are NOT allowed to identify anything legaly

  I try to return the item same day it came in , instead I had dozens of phone calls convincing me that I,m wrong. Well I AM NOT WRONG.

  I have never in my live complaint to any authority about anything but this is into your face disanest (Pls car salesmanship like) way of doing business.

  With All respect

  Regards

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

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/10/2022

  We do not wish to engage in argument with **************** either. We are simply providing complete facts versus his irresponsible and potentially damaging opinions.

  *** ***** was founded in ***** in **** however, over the decades, they have established a global presence. They have flagship stores all over the world, including ***** where this piece was purchased from. Just because a piece was purchased from *****, does not necessarily mean it was manufactured there. However, if purchase location or origin of creation was of concern to ****************, he had every opportunity to ask prior to or during the purchasing process. The claim that this item was made in Asia is falsely based on the actual *** ***** receipt from the *** store in ***** which accompanied the earrings. If a Certificate of Authenticity and receipt from the actual *** store in ***** is not good enough, there is nothing more we can do to satisfy ****************** needs.

  As we are an online auction house, each individual lot features a note encouraging our bidders to ask as many questions as they need to in order to feel comfortable bidding. Our lots are posted 7 to 14 days prior to their auction date to give our customers the opportunity to research and ask question prior to placing a binding bid.  For this reason, our terms and conditions specifically state: By placing a bid, you signify that you have examined the item to your satisfaction or have chosen not to examine it.

  Additionally, it is not a feasible claim that the store in ***** would have rejected ****************** item. As we expressed to him over the phone, they do not authenticate directly in store. If a customer comes in for an authentication, the clerks at *** ***** will initiate an off-site process because authentication is not available in house at their boutiques. Please see the following excerpt from their website:

  we will not provide an instant expertise in our boutiques, but an authentication certificate can be established by our Heritage experts Our Heritage experts will thoroughly examine your *** ***** & Arpels creation, referring to our historical archives in order to certify its authenticity. At the end of this process, you will receive a Letter of ****************** services require thorough research and may take several months to be completed.

  If the clerks are "not legally" allowed to identify authenticity of an item, then this means **************** went against *** *****s policies for authentication making his claims of inauthenticity invalid and, therefore, his argument moot. As said to him over the phone, if he would like to claim that this item is fraudulent, he needs to follow the appropriate steps of authentication and provide us with branded proof of his claims just as we provided branded proof of authenticity via a certificate. It is egregious to harass a business with claims of inauthenticity when that business has provided the necessary proof and the customer refuses to do the same.

  **************** was correct to reach out to us immediately however, as our return policy is strictly for inauthentic items, we have contacted him numerous times to request proof of inauthenticity but he never obliged. He continues to mention that he brought them to the store for authentication but, when we reached out to his *** ***** location, they had not experienced this interaction.

  At the end of the day, we have expressed to **************** that we are open to resolving this with him if he takes the necessary steps to provide proof of his claims. Without proof, our hands are tied, as it is against our policies and those of our consignors to initiate a refund and return for a perfectly legitimate transaction.

*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. ↩