Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Here is the description of what I purchased. OUTFINE Heavy Duty Canopy Frame 10x10 Pop Up Commercial Canopy Tent, Bonus Upgrade Roller Bag The issue: When taking the product home it did not have the tent in the bag that their representative thought. She told me that she was not sure and I was willing to take the whole product out the box but there was a struggle and she was willing to help me but was some hesitation but then stated to take the product and bring back if this was not right. I brought it back the next business day, because the tent was not in the bag with heavy iron bars. I ask a rep for help and we both looked at the description. When reading this description it says...The phrase "OUTFINE Heavy Duty Canopy Frame 10x10 Pop Up Commercial Canopy Tent, Bonus Upgrade Roller Bag" is describing a product with several key features: OUTFINE: This is the brand name of the product. Heavy Duty: This indicates that the canopy frame is built to be strong and durable, likely made of sturdy materials that can withstand outdoor conditions and frequent use. Canopy Frame 10x10: The tent has a frame size of 10 feet by 10 feet, meaning the canopy covers an area of 10 feet on each side, forming a square. Pop Up: The tent is designed to be easy to set up, likely featuring a "pop-up" mechanism that allows it to be assembled quickly without needing complex tools. Commercial Canopy Tent: The tent is intended for commercial use, which means it's designed to withstand frequent setup and use, and it may be suitable for events, markets, trade shows, or other business-related purposes. Bonus Upgrade Roller Bag: The package includes an upgraded roller bag for easier transportation and storage. The "bonus" suggests that this bag is an added feature that comes with the purchase, likely offering extra convenience for moving the tent around.

  Business response

  12/10/2024

  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 in “As-Is” condition. As-Is is 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 not refundable.  
  
  
  I understand Ms. **** is referring to the stock description of the item, however, she wants to pay attention to the item condition.  The description is a generic description pulled from the internet from scanning the barcode.  You want to be aware of that, but most importantly, pay attention to the item descriptions that were added by the warehouse staff.  
  
  If the item was listed as “Brand New” or “Good Condition” and it was inspected and the tent was missing, it would be eligible for a refund.  
  Because the item is listed “As-Is”, that item description advises that it could be an incomplete item.  It is not eligible for a refund. 
  
  We are unable to assist Ms. ******* with a refund for his item. 
  

  
  

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I won an item on bid that was advertised as brand new complete couch and once I started taking it out of box realized there is pieces missing so I now have an incomplete couch with that being said it is trash I can not do anything with an incomplete couch which yes they do have incomplete couches on their site but in the ad it states either incomplete or box of this advertisement said brand new complete that is why I bid on it I sent an email to support and they said back that the item is no refunds but states at the end of email that brand new means a complete item this item is not complete so now I'm stuck with a couch that I can do nothing with I asked for a refund or credit either way would be great I don't have $60 just to throw away I will attach the ad and the email sent back from them stating brand new means complete if not stated otherwise Thanks

  Business response

  12/05/2024

  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. Also, bidders want to keep in mind that items can be "Brand New" or in "Good Condition" and still be incomplete if the condition of the part that's available is in Brand New or Good Condition.  
  
   *** ******* did not inspect the item before leaving the location.  He apparently opened it once he was home and then emailed in that the item was incomplete.  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 his 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 his item. 
  

  
  

  Customer response

  12/08/2024

  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.

  
  

  They misadvertised the couch as brand new if it would have said brand new not the full couch or brand new only box 1 of ? Then I would have never bodded that much money on a risk a chance and no there is no way to inspect a couch in a box at a warehouse I could see of it was put together than yes it could be inspected but for them to say brand new on this ad and brand new missing boxes or only 1 of on other ads is not right if they have time to advertise some things as brand new missing boxes then they should be able to inspect this one to say the same but it was not done I have attached example of what they put on the couch I won and what they have advertised on another piece that they listed brand new and brand new they are very wrong in this case as they advertised incorrectly and nobody can use a half of couch So they are saying they can just take your money say whatever they want to and not be liable for their mistakes that is not good customer service or practicing at all it seems unlawful to me
  
  
  Regards,
  
  ***** *******
  

  Business response

  12/12/2024

  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.  They do not know how many boxes an item ships in, they do not know models of appliances.  Always keep in mind that an item can be labeled "Brand New" and still be incomplete if the part that is available is in "Brand New" condition.  This 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 his item.  
  
  

  Customer response

  12/18/2024

  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 advertised it as BRAND NEW (COMPLETE) It was not advertised as brand new incomplete or box ? Of ? It said complete.On the website there is things advertised as brand new complete,incomplete, box of box,only so the response from you is not right being that you advertised it wrong misadvertising making it like it was all there I dont know that people buy incomplete couches that has no use to them I know I dont have the funds to purchase something to go to the trash I believe that your response is not fair and very inconsiderate. If the employees take the time to look at one item to say if it is incomplete or not then it should be they look at all items to properly advertise.
  
  
  
  Regards,
  
  ***** *******
  

  Business response

  12/27/2024

  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. Also, bidders want to keep in mind that items can be "Brand New" or in "Good Condition" and still be incomplete if the condition of the part that's available is in Brand New or Good Condition.  
  
   *** ******* did not inspect the item before leaving the location.  He apparently opened it once he was home and then emailed in that the item was incomplete.  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 his 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 his item. 

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/1/2024 I purchased a television stand off of their auction site. They sell their items with conditions attached. They had identified this television stand as being in good condition which based on their definition that means minor scratches and dings, but I’m pretty good condition. I paid $92.46 After I received it I realized it is completely destroyed and unusable. It is definitely not as described. It is not in good condition as it is completely unusable they encourage you to check the products before you leave the facility which is impossible because wait over 200 pounds and was taped in a box , the damage was concealed to the corners and the back of the unit so even if it was opened you would not have saw the damage. It was false advertising. I purchased it under false pretenses. It was advertised in one condition, but was actually in an unsellable condition very bad business. Practice. I reached out to them for resolution and they did nothing. I would like a full refund and they need to be reprimanded for false advertisement. It’s not OK.

  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 damaged.  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, 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

  11/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I intended to purchase a camping shower/changing room tent advertised as in good condition on BIDFTA in *********** **. I won the bid to purchase, and $20.95 was immediately taken from my credit card. I found the item at their facility using the code on the label they provided me for pick up, which identifies the item I won when picking the item up. I've included a copy of my receipt that shows the code, a photo of the box with the label with the correct code, and another photo of the box that shows a description of what was actually in the box I took home, which was not a camping shower/changing tent, but instead a room divider. It's clear an employee made a mistake and put the label for my item on the wrong box. It was their employee's mistake. I contacted their support, and they gave me the same canned response about condition, etc., and refused to make my purchase right. I get the fact that they have their rules on conditions, but this has nothing to do with condition. This was an outright mistake by one of the employees labeling my item incorrectly. I would like to have the item I purchased or one like it in the same Good Condition. However, if one is not available, I would expect they would at least refund my $20.95.

  Business response

  11/29/2024

  Our goal is for everyone to have an enjoyable experience using our website and to get some great deals as well.  In order to do that, you will want to familiarize yourself with our item descriptions and how items are lotted.  We deal in secondary market items.  Secondary market means, these could come from customer returns, overstock, shelf pulls or display/floor models. 
  We 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.
  
  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.
  
  Mr. ******* did not inspect the item before leaving the location.  He apparently opened it at home and then emailed in that the item was not what it was listed as.  Because the item was not inspected at the location, there is no way to prove it is the same item they picked up.  That is why we list, in the auction terms and on the signs in the warehouses, that the items are to be inspected prior to leaving the building and if there are any issues, it can be handled at that time.  Once the item leaves, it is ineligible for a refund.  
  
  Our lotters create auctions of 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.  Had the item been inspected prior to Mr. ******* leaving, the warehouse could have assisted him with a refund for it.  
  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 his item.  
  

  
  

  Customer response

  11/29/2024

  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.

   

  They say that there would be no way of knowing after leaving if someone manipulated an item inside the box, etc. However, I have the box with their sticker on it that matches my receipt and the box has the wrong item inside and it even describes the wrong item on the box. It's obvious it's not been manipulated. The issue is clearly their mistake, which they can't even take ownership. 

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

  Business response

  12/10/2024

  All items need to be inspected and any issues need to be addressed with the removal staff prior to leaving the location.  This is written into the terms of every auction and posted on the signs in the warehouse.  Once the item leaves the warehouse, it becomes ineligible for a refund.  
  Please refer to earlier attached auction terms and refund policy. 

• Initial Complaint

  11/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a customer of BIDFTA for over a hear. I've had issues, but here is the straw that broke the camel's back for me. I won an auction about a week ago, they normally would give you three days to pick up your item I could not pick up my item the first two days after close of auction because of work and I went the third day. On my way, there was an accident on the highway and it was closed I was stuck for over two hours and could not reach the auction site (it is about a 45 minute drive from my house), and by the time I reached the auction site I could not get in because it was past the 6 PM time and I was not allowed in. I figured I should be able to open a ticket and I expected they would let me go back and pick it up but the answer was No, you have nothing and you lost your money. I tried to call and no one would answer my calls and I tried another time with a ticket to a No for an answer. Not being able to pick up the won item and not being able to get my close to $100 refund is certainly theft which is not a good business practice as you know. A couple of months ago I won an auction and drove over an hour to pick it up in ******* I could not find my item and when I reached to the manager he checked for the status and said my item is no where to be found (Luggage) and issued a refund how could luggage be lost and couldn't they've mailed me to let me know that my items is lost? and should there not be some credit for my troubles? a couple of times I go to pick my items up to find their system being down which means you have to wait at least an hour or two. How is that a good business practice???

  Business response

  11/29/2024

  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.  
  Mr. ********** did email in but advised that he had forgotten that it was the last pick up day and asked if he could pick it up the next day.  The auction terms about picking up were explained to him.  He then emailed advising that he actually tried to make the removal but had car trouble and couldn’t make it.  The auction terms were reiterated and he was advised we could not assist him with a refund. 
  It takes a significant amount of time, money and man-power to re-lot items that have not been picked up.  It isn't as simple as "You're just going to re-sell it anyway".  The item must be pulled, re-lotted, placed into another auction, re-posted, re-sold, re-staged and picked up.  We actually lose money on items that have to be re-lotted.  
  I am including the Auction Terms, the email thread in the attachments along with the receipt for Mr.**********.   
  

  
  

  Customer response

  11/29/2024

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

  
  

  
  

  I have included three complaints in my initial claim.

  1- losing about $80 because I missed the pickup date.

  2- Winning an item and when I drove over an hour to pick up, the item was not there, How is that a good business practice.

  3- Going to pick an item and having to waste nearly two hours because the system was down and didn't happen only once.

  As to your response that it takes a lot of effort and money to relist and re-auction, how about you  give the item to its rightful owner and save yourselves the money and effort?.you can even charge them 10 or even 20% for being late, wouldn't this make better business sense???
  
  
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bid on a chair that was labeled “good condition.” When I checked in the store, the person helping me said everything was there when we opened the box. When I got home the whole back of the chair is missing and they are refusing to refund my money. I tried emailing the support center and they refused. I have been a long standing customer and very rarely ask for a refund.

  Business response

  11/21/2024

  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 when she arrived home and discovered it was incomplete.  Because it was not inspected and brought to the attention of the warehouse staff, there is no way to prove what the box contained.  That is why we list, in the auction terms and on the signs in the warehouses, that the items are to be inspected prior to leaving the building and if there are any issues, it can be handled at that time.  Once the item leaves, it is ineligible for a refund.  
  
  Our lotters create auctions of 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

  11/21/2024

  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 are giving me your standard response and not treating me as an individual with an individual complaint, shame on you for your horrible customer service.  I will be canceling my account and making sure I leave appropriate ratings everywhere possible.

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  Regards,
  
  **** ******
  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Beware! BidFTA does not give you any information when you sign up about pickup time. None of the auction rules are made known until after you sign up. No email or messages about when to pick up or penalty. They are very silent and deceiving about policy so they can get as much money from you. I’ve never used an auction site before and will never again thanks to their crookedness. They will not let you pick up items another time than when they are ok with it. Even when you agree to come pick up another time. Don’t get caught in their trap. All I want is to pick up the product I purchased and paid for that they will not give to me. This is a scam. Not allowing someone to pick up a product they paid you for is a crime. This company is a fraud.

  Business response

  11/18/2024

  The Auction Terms are provided when the customer signs up to receive a bidder number.  
  When they fill out the registration form, before they submit the registration, it reads:
  
  “By submitting this form you acknowledge that you have read, understand, and agree to the Terms and Conditions.”
  
  There is a link there that when clicked on will pull up the Terms and Conditions. 
  
  The Terms are posted in every auction as it’s running along with the removal days.  
  
  On our website and in our FAQs, there are policies and information easily available to the customers.  They are also welcome to email our Support Team with any questions they may have.  
  
  We try to be as transparent as possible in our Terms, our pick up days and our refund policies.  It is up to the bidder to read and become familiar with them. 
  
  

  Customer response

  11/18/2024

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

  
  

  
  

  I emailed the company informing them I was not abandoning my product and that I would come and pick it up as soon as they allow me to. I was never given another response. It is fraudulent to accept money from a person and then never allow them to get their product purchased. On top of that, there is no way to remove your payment information from their website!!!!! They have your credit information to do with whatever they want and no way to remove. Definitely a scam. 
  
  
  
  Regards,
  
  ****** ********
  

  Business response

  11/25/2024

  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”
  

  *** ******** has filed a credit card dispute for the items they did not pick up.  It will be responded to on the bank platform. 

  We have removed *** ********** payment information from her account.  She never requested it be removed.  

  She emailed into the Support Team on Nov. 14 and was replied to about it 3 minutes after the email was received.  

  
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I won an item on their auction site. I read the condition like it stated. The first picture was clearly an entire box of cards with a quantity of four. When I picked up the item, they gave me four cards. I tried to speak to someone in charge and the lady told me no, there’s no one to help me even though in their facts it says all sales are final if you leave the site. I told the lady I would like a refund due to the misleading sale and she said no, goodbye. I emailed their support while still at the site since no one would help me at the site and they still wouldn’t help and told me it was only four cards.

  Business response

  11/14/2024

  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.
  
  The items were listed as “Preview for Condition”.  That category is defined as this in our auction terms:
  
  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. 
  These items are not eligible for refunds.
  
  The items in question were also listed and photographed as a card pack with a QTY. of 4.  The box was photographed to show where the packs came from.  They were not listed as a box of cards.  
  Because the items were not listed incorrectly, we are unable to assist Ms. Sovchik with a refund for her items. 
  The auction terms, refund policy, receipt, the email and a screenshot of the auction listing are included in the response. 
  

  
  

  Customer response

  11/14/2024

  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.

  
  

  Listing was misidentified as in the first picture of the auction and description saying box. Description should have said 4 cards FROM the box. I spoke with someone at the site but they refused to help me. 

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

  Business response

  11/25/2024

  The items in question were also listed and photographed as a card pack with a QTY. of 4.  The box was photographed to show where the packs came from.  They were not listed as a box of cards.  
  Because the items were not listed incorrectly, we are unable to assist Ms. Sovchik with a refund for her items. 
  The auction terms, refund policy, receipt, the email and a screenshot of the auction listing are included in the initial response. 

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Receipt (Invoice Id: ********) Come See What We Have For You! - ********** - (**********) ***** ***** ** ************, ** Paid on: 11/11/2024 See attached work doc Less than truthful Ads and very deceptive

  Business response

  11/14/2024

  The item Mr. ****** bid on and won an “As-Is” item.  The item condition was disclosed as being “ONE SIDE CABINET ONLY”.  As-Is items are described as this in our auction terms:
  
   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.  
  
  It was explained to him that because the item was an “As-Is” item, and because the condition was disclosed in the listing that we would not be able to assist him with a refund for his item.  
  
  

  Customer response

  11/14/2024

  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.

  
  

  
  

   Bidfta should not reference a Murphy Bed if there isn't one. I'm not going to waste any more of my time with this.

  But I will let many know of their deception practices, via social media. This will probably discourage some from Bidding with this bogus company.
  
  
  
  Regards,
  
  ********* ******
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bid showed a picture of a black suitcase. Description also shows a black suitcase. Yet I received a red suitcase. I am being told that because it is listed as is then it can be any color, shape, etc which is misleading. Requesting a refund and happy to return the item to the site.

  Business response

  11/12/2024

  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.  

  The listing on the auction had 2 photographs of the item showing it is a red suitcase.  It wasn’t listed incorrectly.  I’m unsure if Ms. ******** didn’t view the entire item description, but if she would have, she would have seen it was a red suitcase. The item listing is included in the attachments.  
  
  Also, the item Ms. ******** bid on and won 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. 
  

  Because the item was an “As-Is” listed item, and also because the item was photographed and posted in the item listing, we would not be able to assist Ms. ******** with a refund for her item. 
  

  
  

  Customer response

  12/02/2024

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

  
  

  I shared a screenshot of the listing which was a black suitcase from the page I submitted the bid on. Clearly not getting anywhere here. I have since deleted the app and no longer plan to do business with this company. Ok to close account. 
  
  
  
  Regards,
  
  ***** ********
  

  Business response

  12/10/2024

  The listing on the auction had 2 photographs of the item showing it is a red suitcase.  It wasn’t listed incorrectly.  I’m unsure if Ms. ******** didn’t view the entire item description, but if she would have, she would have seen it was a red suitcase. The item listing is included in the attachments.  
  
  Also, the item Ms. ******** bid on and won 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. 
  
  Because the item was an “As-Is” listed item, and also because the item was photographed and posted in the item listing, we would not be able to assist Ms. ******** with a refund for her item. 

  Please refer to the earlier listing attached of the actual item.
  
  

  
  

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