Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 12/31/2024, I went to the ******* **** ******** ** location to pickup several items I purchased. I was able to locate all but 1 item while there. I reported the missing items to 2 separate associates, the 1st employee who started checking me out and the subsequent employee I had to speak to regarding a refund on other items that were mislabeled. The missing item process is lengthy and requires the company to search for your items for 4 business days after the final pickup date. The final pickup date was 1/3/2025, so they had until 1/9/25 to find the item or refund me. On 12/31/2024 at 11:47am I received the initial email confirming the missing item in question and waited for an update. After a couple of weeks I still had not received any notification that the item had been found, and no refund was initiated either, so on 1/14/2025 I contacted the company to attempt to resolve the situation. The response I received was a generic response on their missing items procedures and no offer of assistance. So, I waited a few more days but still no update. So on 1/20/2025, I got tired of waiting and decided to contact my credit card company to initiate a dispute on the transaction due to product not received (which can take 90 days). A week later, on 1/27/2025, I contacted BidFTA again, who advised they were initiating the refund and then minutes later emailed back stating the item was actually "Found" and "Picked Up" on 12/31/2024 at 11:47am (the EXACT same time I received my email confirming my item was missing). Then on 1/28/2025 I received notice from my credit card company that they finalized the dispute in my favor and credited my account accordingly. I thought all was well, until I attempted to log into my BidFTA account to review my Receipts and got a notification that my account was suspended. When I contacted the company, they advised they deactiviated my account due to me filing the dispute. They retaliated against me, the consumer, for filing a valid dispute.

  Business response

  02/06/2025

  Filing a chargeback is something taken very seriously by this company. It is not to be used as a way to circumvent the refund policy or to hurry a refund along.   
  It utilizes a significant amount of time and money for our fraud team to investigate and respond to the dispute.  It also creates a bad mark against the company along with fines.  Typically, once a credit card dispute has been filed, the bidder’s number is deactivated and they are no longer welcome to participate in this company's auctions. 
  It is much, much easier to simply email into the Support team with any issues you may have rather than go right to a dispute.
  

  *** ***** purchased her item from one of the 3rd party franchise locations.  In looking at the email notification history for her account, I am seeing where the "Missing item" email was sent, but the "Found item" email was not.  This was most likely because the item was marked found the same time the missing item email went out.

  Because of the confusion surrounding this entire issue, *** ******* account has been reinstated.  
  
  

  
  

  Customer response

  02/06/2025

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

• Initial Complaint

  01/24/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought an item from this location, like I've done many times, and when I went to pick up one of my items I was told I was a day late. I was under the assumption my hold time was until the 23rd, but they had it as the 22nd. I went in earlier during their day, got my item like normal, and went to check out. My item was scanned and I was told I could not leave with the item I paid for. I understand time limits keep the floor area less crowded. But if the item is still on the floor and a customer has paid for that item, i am due that item OR a refund at the very least. If I sold an item and then someone didn't pick it up fast enough and I kept their money and their item I'd be held responsible and it would be considered theft. Businesses need held to the same standards. This company needs better rules to actually serve their customers. Someone doesn't come get their item in time, they're due a refund. Otherwise it's theft.

  Business response

  01/28/2025

  The warehouses are on strict inbound and removal schedules and do not hold anything beyond their posted removal days.
  Removal dates are stated 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.  
  After the removal days pass, the items no longer belong to the bidder.  They are automatically re-lotted into new auctions.  
  

• Initial Complaint

  12/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a bed on BidFTA through Ana auction. A full size bed. We picked up the box and got it home. It was a king size bed. So we wrapped it up and took it back. They wouldn’t take it. No refund they wouldn’t even give me the item I ordered. All I wanted was the item I bought. Not something else. I was also told by them that the BBB didn’t care about my complaint.

  Business response

  12/26/2024

  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 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 5 item classifications to describe the items listed on our website: 
  
  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.  
  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.
  
  Ms. ***** did not inspect her item before leaving the location.  She apparently opened the box once she was home and then emailed in that the item was the incorrect size.  All items must be inspected and any issue must be addressed prior to the item leaving the location.  Had that been done, Ms. ***** would have been assisted with her item.  
  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 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 Ms. ***** with a refund for her item. 
  
  
  

  
  

  Customer response

  12/26/2024

  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.

  
  

  
  

  You can close this case. Lesson learned and I will never shop there again. I just can’t agree to their  response because it’s a joke!  
  
  
  
  Regards,
  
  ********* *****
  

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 12/3/2024 Auction: ********** Pick up date: 12/4/2024 Amount of Transaction: $60.94 I was the highest bidder on an item which was advertised as "Brand New". The information about this item, copied from the receipt is: Brand: ********* Item Title: ********* Top Fill Tower Humidifier, Digital Humidistat, Black – Cool Mist Humidifier for ... Additional Information: Brand New I had previously purchased a humidifier whose condition was "as is" and it was dirty, did not work and leaked a large amount of water. I was shocked that a business would sell an item that was essentially trash so I researched their policy regarding returns before I purchased another product. This policy states: "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." With this in mind, I proceeded to look only at items labeled as Brand New. I purchased the item with the understanding that it would be in brand new condition and could return it and receive a refund if this condition was misrepresented. This is what their policy states. I picked up the item on December 4, 2024. The box appeared to be well sealed and in descent condition. However, when I opened the box upon getting home, I found that the humidifier was dirty, clearly used (hard water stains all over the relevant areas), the plastic bin that was to house the water was broken and there were missing parts (the filter case, a filter, and instructions). CLEARLY, this humidifier WAS NOT BRAND NEW! I cleaned up the humidifier before I set it up for use. I found that besides being in the condition described above, the humidifier did not work. I contacted BidFTA by email. The response I received made it clear that they were not going to stand behind their advertised product and refund my money. The email communications as well as other relevant info is attached.

  Business response

  12/27/2024

  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 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 5 item classifications to describe the items listed on our website: 
  
  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.  
  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.  She apparently opened it once she was home and then emailed in that the item was incomplete/damaged.  All items must be inspected and any issue must be addressed prior to the item leaving the location.  Had that been done, *** ***** would have been assisted with her item.  
  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 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

  12/31/2024

  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 "Brand New" item sold to me is junk. It is VERY well used, is missing parts and contains broken parts.  At some point, a business should stand behind their products. BIDFTA defines Brand New as:

  - The item is complete (it is not),

  - The item is in original packaging (it is and the packaging appeared to have the original factory sealing tape)

  - The item often originate from shelf pulls or overstock (clearly this item did not)

  Other conditions state that items are free from major damage or defects or that the item has been turned on and appears to have power. or Item has not been thoroughly inspected.  These other descriptions led me to believe that they do review the conditions of their products. Their warehouse is crowded and very busy and I did not see any signs advising me to inspect an item. While I was there, every other customer went through the line and left. 

  Based on my experience with BIDFTA, they sell junk so they don't have to haul it to the trash. Both items I purchased, one advertised "as is" and the other "brand new" were in basically the same well used and broken condition. I will not purchase anything from this company again and advise all consumers to do the same.

  
  

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

  Business response

  12/31/2024

  *** ***** did not inspect the item before leaving the location.  She apparently opened it once she was home and then emailed in that the item was incomplete/damaged.  All items must be inspected and any issue must be addressed prior to the item leaving the location.  Had that been done, *** ***** would have been assisted with her item.  
  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 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.  

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have 4 tickets submitted in the past week trying to get assistance to no avail, which leads me to this complaint. The first item is invoice ******** for a "brand new" bottle of ***** ****** skin care. This item was open when it was given to me. I immediately brought this to the workers attention. This is not considered new as it is unsealed! It is also damaged with a dent on the cap. I won two others on a different auction from Bidfta that are sealed. These are also listed as brand new and happen to be sealed, which would be "brand new" condition. The bottle that was open is not new skin care! This is not the condition advertised. I brought this to the attention of the workers on site and was told to fill out a support ticket! I want a refund!!! This would be in the amount of $32.71. The next issue is for invoice ********. Both items are damaged! The first item is a cat litter box enclosure. The furniture was listed as "good condition" which would be a usable condition. This item has cracks in the places where the main hardware would go in assembly to hold the furniture together. The cracks prevented this item from being used, and it was falsely advertised. It should instead be an "as is" item given the damage. The bird feeder pole is broken also. The shepherd hook would need to be welded in order to use. This item should be as is also. Total refund request for this invoice is $20.25 Invoice 23488417 for pool weight bags which I paid $4.12 for are listed in Good Condition. The website advertised the listing to have 8 pieces total. I received only 5 pieces. 3 are missing!! Not accurately advertised. Invoice 23513458 - Ottoman that I won for $21 listed in Good Condition is missing the legs! It's not complete and should be stated as such online. On-site staff will not assist me with refunds. Support will not assist either. Total refund: $78.08

  Business response

  12/26/2024

  
  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 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 5 item classifications to describe the items listed on our website: 
  
  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.  
  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 most of her items before leaving the location.  She apparently opened them once she was home and then emailed in that the items were incomplete/damaged.  All items must be inspected and any issue must be addressed prior to the item leaving the location.  Had that been done, *** ******* would have been assisted with her items.  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.  
  This was all addressed in her multiple emails about her items.  The “Brand New” serum complaint was replied to as well. The package was damaged, but the item was in Brand New condition.  That is why they were denied a refund at the location.
  
  Our lotters create auctions of 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 items.  
  

  
  

  Customer response

  12/26/2024

  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.

  
  

  When the auction for the ***** ****** serum was picked up, I immediately refused the serum when it was handed to me from the cage due to false advertisement. This was before leaving the premises. The item was listed online with the stock photo alone as "brand new" condition. Skin care comes factory sealed. I actually had two other identical items from BidFta that were still sealed, also listed as "brand new". Per the policy and examples shown on your website "brand new" items are in the original seal. The opened serum also has a dent on the cap, which makes this item damaged as well. The manager on duty, Angela, knows I refused this item while on site due to the inaccurate condition but she was extremely rude and told me "we don't sell packages". She was unprofessional and would not assist me whatsoever!! Per the policy "Brand New - item is complete and in ORIGINAL packaging". 

   

  "Good condition" items that were listed with stock photos and the items in just the box not capturing the TRUE conditions I also addressed while there are: 

  1) The pool bags, advertised to have 8 pieces in total, I only received 5. 

  2.) The ottoman was missing the legs.

  3.) The cat enclosure is cracked wood that cannot be used. 

  4.) The bird feeder poles are broken in half and would need welded to be used. 

  
  

  Per the policy "good condition" items are free from major defects. MINOR scrapes, scuffs and dents". 

  
  

  Showing stock photos and items just in the box have proven the deception here and the unwillingness to assist customers when they are on site speaks volumes as to the level of customer satisfaction this company strives for. I have photo evidence and proof that all the above items were incorrectly portrayed online against what was actually received. I have tried to resolve this on site to no avail. I have also researched and see there are numerous complaints in the same nature of what I am experiencing here that others have testified to regarding this auction site. I do not accept this business response! 

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

  Business response

  12/27/2024

  *** ******* did not inspect most of her items before leaving the location.  She apparently opened them once she was home and then emailed in that the items were incomplete/damaged.  All items must be inspected and any issue must be addressed prior to the item leaving the location.  Had that been done, *** ******* would have been assisted with her items.  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.  
  This was all addressed in her multiple emails about her items.  The “Brand New” serum complaint was replied to as well. The package was damaged, but the item was in Brand New condition.  That is why they were denied a refund at the location.
  
  Our lotters create auctions of 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 items.  

  Customer response

  01/02/2025

  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.

  
  

  
  

  As mentioned in my previous statement I tried resolving all issues on site. In reference to the serum, The policy on the website and the picture examples of each condition this company lists shows a photo example of a "brand new" condition item that is listed with the manufacturer seal/original packaging! This was not how I received the serum from the cage that was immediately refused by me prior to checking out. When I asked the checkout employee for a refund of the open/damaged serum I was ignored for 5 minutes. I stood at the front of the line waiting for the checkout person while she stood in the cage having her co-worker massage her shoulders. When I finally was acknowledged, I was told to see Angela in aisle 24 on the right side of the store.

  
  

  When I spoke with the manager Angela, she was rude to me and unwilling to assist with a refund. Her exact words to me were "we do not sell packaging and to contact support". This explains all of my support tickets! As per the example shown on the website this is false advertisement of "Brand New" condition items. Stock photos from the ***** ****** website were all I had to reference while bidding. Had I saw the actual item without the seal pictured on the website I would not have bid on it. I bid on two others which were also "brand new" and I did receive these two sealed. The one that was not sealed is the one I refused immediately! The cap is also dented so not only is it not sealed, it is also damaged. This is not "brand new" as the Bidfta website claims. Listing stock photos does not show the true condition of the item. When I tried to resolve this on site it is clear to me that refunds are not easily obtained by this business once they have your money, even in instances such as my own where I have proven with photographic evidence that I did receive falsely advertised items. I will no longer do business with this company for the lack of transparency and accurate representation of goods listed on their website, As well as the refusal of cooperation in returning and refunding me on site for the numerous items I have contacted them about when the on-site employees would not assist me. My original complaint for all poorly advertised items I received stands. A refund for ALL faulty items will resolve my issue!

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

  Business response

  01/06/2025

  *** ******* has been submitted for a refund for the serum.  She should see it in 3-5 business days. 

  Her account is also being deactivated for refusal to follow our terms and inspection policy that is agreed to in order to receive a bidder number and participate in our auctions.  It has been decided that our business model is not a good fit for her.  

   

  Customer response

  01/09/2025

  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 does not resolve the issue for ALL items I specified in my original complaint. I will reiterate the facts below: 

  
  

  "Good condition" items that were listed with stock photos and the items in just the box not capturing the TRUE conditions I also addressed while there are: 
  1) The pool bags, advertised to have 8 pieces in total, I only received 5.  ($4.12)
  2.) The ottoman was missing the legs. ($25.00)
  3.) The cat enclosure is cracked wood that cannot be used.  ($20.25) ---- amount includes bird feeder below
  4.) The bird feeder poles are broken in half and would need welded to be used. 
  
  
  Per the company's policy "good condition" items are free from major defects. MINOR scrapes, scuffs and dents". I have attached the policy listed on the company website which is well within my rights of refund for the items that were inaccurately advertised by this business.  
  

  
  Total refund still pending is: $49.37

   

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

  Business response

  01/16/2025

  *** ******* has been refunded for the item she claims to have discussed with the removal staff. 

  The other items are ineligible for refunds because they were not inspected prior to leaving the location.  

  *** ******* has also been busy posting on facebook groups about this issue and that if you keep "picking" at them you will be refunded.  She was refunded.  Her account has been deactivated and we are considering this matter closed. 

  Screenshots of her FB group messages are attached. 

  Customer response

  01/23/2025

  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.

  
  

  
  

  As stated in my original complaint, the items were falsely advertised and discussed for refund immediately when I received them. I do not accept this response as I have stated numerous times, I did not receive items as they were advertised. The deception bait and switch tactic with stock photos that this business uses is why I have ceased all business with them, as I am sure they can see I have not bid on a single item since and will not ever again! The account can be closed, it doesn't matter to me either way. 

   

  The reason we are here is to refund the remaining 4 items that were inaccurately portrayed on their website. At that point the matter will be closed! Until then it has not been resolved! It speaks volumes that this business continues to disregard their part in the false representation of goods they are listing with the new stock photos and an item just inside of a box yet I am left with damaged items that were clearly falsely advertised.  

   

  It also speaks volumes that the business would seek out others complaints on a public social media platform and claim that is myself. My name is ***** *******, Not Susan Hoff but I do see that there are others that are not happy with your poor policies to get out of refunding money for junk! 

   

  Screenshots from online websites show there are numerous others in the same boat. The BBB profile also is a huge indicator on how this business "values" its consumers.
  
  
  
  Regards,
  
  ***** *******
  

  Business response

  02/05/2025

  Again, the customer DID NOT INSPECT THE ITEMS PRIOR TO LEAVING THE WAREHOUSE- her items are not eligible for a refund. 

  We will not be refunding this individual. 

  Attaching our auction terms and our refund policy for the 5th? time. 

  
  

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I participated in an online auction hosted by BidFTA for a product listed as a ********* stroller. The listing described the item in detail, including the brand and model number, leading me to believe that the product would be the *********, which is a specific model of stroller designed to convert into a two-seater. This model is notably more expensive and offers expanded functionality compared to other models in the same product line. However, when the product was delivered, I discovered that it was not the ********* stroller as advertised. Instead, it was the Nest stroller, a one-seater version that lacks the same features and functionality. The Nest model is significantly less expensive and does not meet the expectations set by the auction listing. The misrepresentation of the item in the auction listing was a material difference between what was advertised and what was delivered. This discrepancy directly impacted the value of the item and caused me to place a higher bid based on the belief that I was purchasing the more valuable ********* model. In short, I paid more for the item than its true value because of this inaccurate description. When I contacted the auction site for a resolution, they refused to issue a refund or provide any assistance, citing their "As-Is" policy. While I understand that As-Is items may come with potential defects or differences in condition, the issue here is not merely a condition problem, but an outright misrepresentation of the model. This type of misrepresentation undermines the integrity of the auction process and is misleading to consumers. Furthermore, the auction site’s listing did not include any disclaimers or clarification that the ********* model could differ from the item delivered. Given that the auction description led me to believe I was bidding on a more expensive, two-seater stroller, I feel misled and unfairly treated.

  Business response

  12/17/2024

  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 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 5 item classifications to describe the items listed on our website: 
  
  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.  
  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.
  
   *** ******* bid on and won an item with a classification of “As-Is”.  
  
  As-Is items are defined as this in our auctions:
  

  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. 
  In the definition, it advises that the item may not be the same model number or brand that is on the listing.
  
  We always recommend taking advantage of the inspection days/times to go to the location and inspect anything listed as an “As-Is” item that you may be interested in because those items are ineligible for refunds. 
  
  We are unable to assist *** ******* with a refund for their item.
  

  
  

  Customer response

  12/17/2024

  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.

  
  

  
  

  While the business claims that “actual item specifics such as brand, size, color, or model number may differ from the auction listing,” this clause cannot excuse their failure to properly identify the product when the item’s box clearly states the model as “****” and not “*********.”
  
  1. Clear Negligence or Misrepresentation:
  
  The **** and ********* strollers are different models with clear distinctions in functionality and price.
  
  If the business had made a “best attempt” to identify the item, this difference would have been obvious by checking the box, which explicitly states the correct model. Failing to do so demonstrates either negligence in listing the product or intentional misrepresentation by advertising a higher-value item to drive up bidding.
  
  
  
  2. Material Difference in Value:
  
  The ********* model is a higher-value two-seater stroller, whereas the Nest model is a single-seater with limited functionality.
  
  Listing the item as a “*********” created the reasonable expectation that bidders were purchasing a more valuable product. This materially impacted the perceived value and directly influenced my bid.
  
  
  
  3. Failure to Disclose the Discrepancy:
  
  While the auction site’s policy mentions potential discrepancies, it does not absolve the business from failing to disclose a known and significant difference in product model. The item’s box provided clear information that could have been communicated to bidders. Instead, the auction listing was misleading and deceptive.
  
  
  
  4. Best Effort Standard:
  
  Claiming “best effort” requires the business to take basic, reasonable steps to confirm the product’s description. Simply reading the label on the box would have prevented this issue.
  
  
  
  Regards,
  
  **** *******
  

  Business response

  12/27/2024

   *** ******* bid on and won an item with a classification of “As-Is”.  
  
  As-Is items are defined as this in our auctions:
  
  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. 
  In the definition, it advises that the item may not be the same model number or brand that is on the listing.
  
  We always recommend taking advantage of the inspection days/times to go to the location and inspect anything listed as an “As-Is” item that you may be interested in because those items are ineligible for refunds. 
  
  We are unable to assist *** ******* with a refund for their item.

  Customer response

  12/31/2024

  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.

   

  -------

  While I acknowledge the auction site’s classification of the item as “As-Is,” the core issue remains the misrepresentation of the product in the auction listing. This misrepresentation materially impacted my bidding decision and cannot be dismissed under the umbrella of an “As-Is” policy.
  
  1. Misrepresentation of the Item:
  
  The auction listing explicitly identified the product as a “*********” stroller.
  
  The product I received was a “****” stroller, a different model entirely with lower functionality and market value.
  
  The box of the item clearly labeled it as a “****” stroller, and this information was readily available to the auction site at the time of listing. The discrepancy should have been disclosed to bidders.
  
  By listing the product as a higher-value model, the auction site materially misrepresented the item, misleading bidders and driving up the final bid price.
  
  
  2. Negligence in Verification:
  
  The auction site claims it made its “best attempt to accurately identify and describe the item.” However, verifying the model number would have required a basic visual inspection of the box label. This is a reasonable expectation, especially given the significant difference in value between the two models. Failing to perform this basic check constitutes either negligence or intentional misrepresentation.
  
  3. “As-Is” Disclaimer Does Not Excuse Misrepresentation:
  
  The “As-Is” policy addresses issues such as damage, defects, or incomplete items. It does not permit the auction site to misrepresent a product’s fundamental identity (brand, model, etc.).
  
  While the policy mentions potential discrepancies, these are meant to account for minor or unintentional errors—not to shield the auction site from accountability for listing a completely different product.
  
  If the auction site cannot accurately identify the item, it should explicitly list it as “unknown model” or “model unverified,” rather than misleading bidders by naming a specific, higher-value model.
  
  
  4. Impact on the Bidding Process:
  
  By listing the item as a “*********,” the auction site created the reasonable expectation that bidders were competing for a two-seater stroller with greater functionality. This misrepresentation directly inflated the bidding price. I relied on the listing description in good faith, as any reasonable bidder would, and the item I received does not align with the description.
  
  5. Failure to Meet Ethical Auction Standards:
  
  This situation reflects a failure to adhere to basic standards of honesty and transparency in auction practices. Whether through negligence or intent, the misrepresentation of this item undermines consumer trust and violates fair auction principles.
  
  Requested Resolution: I am requesting a full refund for the misrepresented item. The auction site’s reliance on an “As-Is” policy does not absolve it from its responsibility to provide accurate and honest descriptions of auction items.
  
  
  
  Regards,
  
  **** *******
  

  Business response

  01/03/2025

   *** ******* bid on and won an item with a classification of “As-Is”.  
  
  As-Is items are defined as this in our auctions:
  
  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. 
  In the definition, it advises that the item may not be the same model number or brand that is on the listing.
  
  We always recommend taking advantage of the inspection days/times to go to the location and inspect anything listed as an “As-Is” item that you may be interested in because those items are ineligible for refunds. 
  
  We are unable to assist *** ******* with a refund for their item.

  Customer response

  01/08/2025

  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.

  
  

  
  

  BidFTA has refused to acknowledge or take responsibility for any mistake for incorrectly listing any item as a higher priced model when the item model was clearly legible on the product box. No effort was made to come to a resolution in my case and instead BidaFTA claimed their policy covers their mistake. The problem with BidFTA's policy is that it states they make "best effort" to inspect and accurately list items, but do not guarantee listing the item correctly. The lack of definition for what "best effort" means allows BidFTA to hide behind this clause even in cases when mistakes are made as compared to inability to identify an item. In my case they claim that they made a best effort to identify the product even though the correct model was visible on the box.

   

  Beware of dealing with this company as their vague policies will offer you no buyer protection or resolution especially in cases where mistakes and lack of effort are made on their end.
  
  
  Regards,
  
  **** *******
  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have shopped with Bidfta several times and received product that was not as it was described but today I purchased an item that stated it was in good condition for my baby. It was covered in poop. I touched this poop. I requested a refund immediately and was told once I leave I am no longer allowed to have a refund. They knowingly sold me a product with poop on it. There is a picture of it out of box and bag on website. But The smell alone had to have been obvious. If it had stated product was “as is” I would have never bid for it. I am also contacting the health department with this issue.

  Business response

  12/17/2024

  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 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 5 item classifications to describe the items listed on our website: 
  
  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.  
  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.  She apparently opened it once she was home and then emailed in that the item was filthy.  All items must be inspected and any issue must be addressed prior to the item leaving the location.  Because that was not done, there is no way to prove what condition the item was in when it was picked up.  Did the damage occur at the warehouse or after it was picked up?.  Had it been inspected, *** ******* would have been assisted with her item.  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 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

  12/17/2024

  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.

  
  

  
  

  
  This is not good condition as it was missing parts and had fecal matter smeared on top. With pictures provided it was intentionally positioned to avoid the parts with poop. I will be taking this up with the health department if this is not resolved correctly.
  
  
  Regards,
  
  ******* *******
  

  Business response

  12/27/2024

   *** ******* did not inspect the item before leaving the location.  She apparently opened it once she was home and then emailed in that the item was filthy.  All items must be inspected and any issue must be addressed prior to the item leaving the location.  Because that was not done, there is no way to prove what condition the item was in when it was picked up.  Did the damage occur at the warehouse or after it was picked up?.  Had it been inspected, *** ******* would have been assisted with her item.  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.  

• Initial Complaint

  12/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  BidFTA/Fast track auction. It’s a local and across many states online auction site where are you pick up locally. I’ve tried contacting them and I can’t get a legitimate response just a generated one. I ripped off. I bid on a $1400 Nectar Hybrid mattress. I won that item for almost $700 with fees. I did not receive the item I bid on which was the $1400 mattress. Instead, I received a $239 queen mattress from Amazon. This mattress does not even compare. I did all the policies. They have a no refund policy unless the item described is not what was actually bid on. Policy states to check item before you leaving. I did. Even checked it with the worker. It was a mattress. When we got home, opened the vacuum sealed mattress, after taking the plastic off and it expanded itself , it’s a $239 mattress from Amazon. I had been looking/pricing mattresses for a couple months. I really couldn’t afford a new one, So when I saw this one go up for action, I was actually excited and willing to bid more than I normally. I won the bid . I would like my money back. I actually want the mattress that I bid on and spent many hours staying up to win the bid.

  Business response

  12/17/2024

  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 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 5 item classifications to describe the items listed on our website: 
  
  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.  
  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.
  
   Ms. ****** did not inspect the item before leaving the location.  She apparently opened it once she was home and then emailed in that the item was not what was listed.  All items must be inspected and any issue must be addressed prior to the item leaving the location.  Because that was not done, there is no way to prove what item was in the box.  Had that been done, Ms. ****** would have been assisted with her item.  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 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 Ms. ******* with a refund for her item.  
  

  
  

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an item that was suppose to be a work bench and i received a 6 person chair. Item number - ********** Auction Id- ********** I would like a refund.

  Business response

  12/12/2024

  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 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 5 item classifications to describe the items listed on our website: 
  
  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.  
  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.
  
   Ms. ******** did not inspect the item before leaving the location.  She apparently opened it once she was home and then emailed in that it was a different item. All items must be inspected and any issues must be discussed prior to leaving the location.  
  Had she inspected her item in the warehouse, Ms. ******** would have been assisted with her item.  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 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 Ms. ******** with a refund for her item. 
  

  
  

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The retailer is selling unsanitary items as resale and when asked for a refund was denied. They should not legally be able to sell unsanitary items I want a full refund, the retail also kept the item as it was disgusting. Literally had cat p**s and **it all over the item.

  Business response

  12/12/2024

  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 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 5 item classifications to describe the items listed on our website: 
  
  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.  
  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.
  
   Ms. ***** bid on and won an item that was listed as “As-Is”.  
  

  As-Is items are defined as this in our auctions:

   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. 
  

  As-Is items are simply that- As-Is.  They are non-refundable.  
  

  We always recommend taking advantage of the preview days and times to inspect anything you are interested in that is As-Is description.

  The warehouse manager contacted our Support Team requesting Ms. ***** be banned from bidding at that location due to her behavior when picking up her item.  She was aggressively arguing and loudly using foul language towards the staff with children in the vicinity.  Her email to the Support Team also contains expletives.  Her account remains on- for the moment- but has been noted.  
  

  Because the item was listed as an “As-Is” item, it is not eligible for a refund.  We will not be able to assist Ms. ***** with a refund for this item.  She is welcome to return to the warehouse and pick it up.
  

  
  

  Customer response

  12/12/2024

  They have refunded as is items in the past that were as is what makes this any different? 

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