ComplaintsforPoliceAuctions.com

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 27th I purchased 7 items, on October 3rd 8 items, on October 4th 6 items, on October 6th 10 items, and on October 7th 5 items. A total of 36 purchases from **********************, I paid $1560.10 US for the items. Plus $775.53 US for shipping and handling as well as $164.54 to the *****************************. When you factor in the exchange rate of $910.91 the total amount I paid was $3,411.13 by credit ******************************** committed to providing high quality items as described in the descriptions given with each item. I waited for all 36 items to arrive before having them appraised to find out their worth for insurance purposes. To find out how little value they all had , that I would not get 10% of what I paid for them if I were to sell them for they were not what ********************************* claimed they were. In fact they were all fraudulent items.When I seen the add on market place (********), I was extremely excited I thought with the name ********************************* it had to be legitimate. When they described their items in detail also indicating the worth/value of the item by putting a line through a red price on the top right of the screen I felt confident that they were legit. To my outrage I found out they were not !Having purchased so many items it was to frustrating to attempt to do them one at a time so I called the number provided by **********************. No one answered you were to just leave a message and they would eventually get back to you.I feel ********************************* should not be allowed to fraudulently take money from their customers they are extremely deceptive and need to be held accountable!I want 100% of what I paid for each item, the shipping and handling cost for each item and the Canadian Customs fees as well. I have 100% documentation of all 36 purchases, proof of payments and amounts, the packaging they were sent . Everything! I expect this to be resolved immediately.

  

  Business response

  11/14/2024

  The items the user purchased are as described. We are not responsible for any negative comments that a jeweler may have made by eyeballing the items. As noted in the item descriptions, we do not provide values for the items. The red strike-through price is a computer-generated asking price for additional quantities outside the auction. It is not a value and should not be used that way. This is also stated in the item description. We do not provide phone support but are very responsive to the customer through the support ticket system, which the customer was aware of since they used it previously. The customer did not contact us through the support ticket system about this issue. The customer has exceeded the 30 day window for returns. When a customer disputes the items, we will extend the return window. Had they contacted us, we would have told them that. We will create the returns and the *** numbers in a support ticket. The customer can use that information to return the items for a full refund, but please note, as stated in the terms of sale, we do not refund return shipping. We don't typically refund outbound shipping, but we will do so in this case. The customer will need to contact their local customs office for reimbursement on their customs fees, we are not involved in that. The customer may combine the items into a single package but we highly recommend sending it insured, signature required as we are not responsible lost or stolen packages. Any follow up required on the customer's part should be made through the support ticket system on the site. Thank you.

  Customer response

  11/18/2024

  after receiving your response I can not say Im totally satisfied. I had to wait for all my items,I wasnt going to make several appointments to have them all appraised individually. My dissatisfaction is if had hadnt ordered all these 36 fraudulent items I would not have had the Customs fees and I would not have to pay to return them as well as get insurance on them. Though I am pleased to hear that you will refund the cost of all items and the shipping and handling cost, I dont feel its fair that I have to pay the $200 for items which are worth next to nothing. The descriptions of the products couldnt be further from the truth. After all the 36 items are being returned to you 

  

  Business response

  11/18/2024

  The customer should contact their local customs office regarding refund of customs fees, they will likely be refunded by them as long as the customer follows their instructions. We make it clear in the return section of each item description that the customer is responsible for return shipping. The items are as described. The item descriptions are clear and complete, we provide full gemology and materials. The customer purchased a large number of items and shipped them internationally to ******. If they wish to be refunded, they need to return the items. The customer can combine the items into a single shipment, but we recommend sending the package insured, signature-required as we are not responsible for lost or stolen packages. Please allow up to 5 business days from receipt of the items back for the returns to process and refund to be issued. If they need assistance, please use the support ticket system. We'll be happy to help. Thank you.

  Customer response

  11/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *********
  
   
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to cancel my subscription but it keeps billing me.

  

  Business response

  11/12/2024

  The customer notified us two days ago, November 10, 2024 that they wished to cancel their subscription. We provided them with the following cancelation instructions:****** does not allow us to cancel the subscription for you. Please log into your ****** account and cancel the recurring billing there. To terminate the subscription, you need to log into your ****** account and find the Payments link. Click on that and you will see a list of Auto Payments. Click on the PoliceAuctions.com or Serrf Corp auto payment link and cancel it from there. That will end the billing. Failure to terminate the recurring billing within ****** will cause rebils to occur. Thank you.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I won a bid and purchased a ruby bracelet and emerald earrings on Oct 4. I received them around October 12. I returned them October 15. I received confirmation of the return and was issued a refund on my credit card but it was pending. Police auctions never sent the money to my card so I am out the money and the jewelry. This is fraud. My postal tracking no are **** **** **** **** **** ** and **** **** **** **** **** *** The return numbers they gave me are RMA ******

  

  Business response

  10/21/2024

  As we told the customer, we have refunded both items fully on October 21, 2024. As we noted in our reply, which you can see in their screen shot:  Please allow up to 48 hours for the refund to process.. Today is October 21, 2024. It can take up to 48 hours for the refund to appear on their statement, and yet, here they are, claiming fraud. The items have been refunded. No further action will be needed on our part. We have attached the screenshot from our billing interface as proof. Any further dispute over this transaction should be taken up with her card issuer. We will not refund the items twice. Thank you.

  Customer response

  10/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stealing money from me from my ****** account I want a refund for 2 hundred sixty six dollars

  

  Business response

  10/18/2024

  We frankly have no idea why this customer filed this complaint. No one is 'stealing money.' The customer purchased an item on October 12, 2024. Tracking shows the item is still in transit and expected to be delivered on October 21, 2024. That's an estimate but these are typically accurate. If the customer wants to be refunded, they will need to follow the return link on their 'My Wins' page and return the item for a full refund. The customer did not follow ******************** rules of trying to work out the issue with us first before filing a complaint. If they had contacted us, they would realize that the shipment of the item is fully insured, so they will either get the item or a full refund. If they are unhappy with the item, they may return it for a refund. Any questions regarding this process should be submitted through a support request on the site, which is the normal way of dealing with issues. We are happy to help. Thank you.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 23, 2024 I won a bid for a woman's ring from Serrf Corp. via the police auction website. See the attached image and Auction #.My ring was delivered and appeared to be in good condition. However, the very first time I wore it, one of the three black diamond stones fell out and is lost. The setting is obviously defective. This should never have happened. NowI am left with a ring I cannot wear.

  

  Business response

  08/24/2024

  The customer has not followed the ******************** policy that requires the customer to contact us first to give us a chance to address her issue. It's a wholesale auction, and as noted in our terms of service, we do not warranty the items. We will accept a return on the item for a full refund, including original shipping, even though the customer is past the ****** return window. An RMA has been created for your item #*******. Your **** is ******. To facilitate the processing time of your refund or replacement, place the **** on the outside of your package.Please mail the item to: PoliceAuctions.com, **************************************. We recommend sending the item insured, signature required as we are not responsible for lost or stolen items. Please allow up to 5 business days from receipt of the item back for your return to process and refund to be issued. Thank you.

  Customer response

  08/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In February 2021 I won a bid on a Womens 18K Yellow Gold Over Sterling Silver 7.29ctw Amethyst 7.5 Inch Designer Bracelet (Id: ********. Because of Covid I forgot about this purchase. Today, 8/21/2024 , I checked my emails to see when it had shipped. The link says that the item was never shipped.

  

  Business response

  08/22/2024

  The tracking code was valid when issued, tracking codes are only valid for 90 days from the date of issue. Tracking codes are recycled after 90 days and that is why it shows 'label not yet created.' The tracking code was issued in 2021, as the customer acknowledged.  We insure all packages, but claims must be made within 90 days of shipment, not 3 years later, as noted in our terms of service. 90 days is sufficient and reasonable time for a customer notify us of a missing package. With all due respect, there will be no refund. Thank you.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First time customer of the internet company ********** which sells on their web store called policeauctions.com. I liked a ring on their webside, liked the description, decided to bet and purchased. I included in this submittal an image of the receipt, and the image of the merchandise shown as product available for purchase. The advertising of the merchandise is vastly different from what is actually sent to the customer- they advertise selling fine jewelry, and what I got was a piece of defective jewelry that had traces of glue at one crooked end, hammer marks at both ends and moving parts (I included pictures). I submitted a return and replace form for which they issued me an *** number and an address for return but not a return label. I submitted another customer ticket to highlight the jewelry was faulty merchandise and I didn't agree with their charging me shipping for the return, and got an answer that states they are not responsible for shipping costs, to or from the customer, because it is stated transparently on the webpage every customer needs to factor all shipping costs (purchase and return) into their bidding price. Following this they restricted my account (I included my conversation here) and closed the *** replacement ticket so that I cannot even get a refund or replacement for my $91.95 spent. This company doesn't stand behind their product, they didn't acknowledge the fact that I was sent faulty merchandise and will not refund my money. I am asking for help on how to proceed to get my money back from the ********** company and make people aware of this company's practices.

  

  Business response

  05/30/2024

  The return policy is clearly stated on the return section of the item description. We do not under any circumstances pay for return shipping. The customer was told this in the responses to we gave to their support requests. The customer's refusal to abide by the return policy and process resulted in us restricting his ability to bid on more items. If the customer wishes to be refunded, they need to return the item to the address that was provided when they created their return. They can reference the address in their support response and we will provide it here as well. Please mail the item to:
  
  
  PoliceAuctions.com
  
  ***************
  
  ********************
  
  
  Please include the *** number on the outside of the package and allow up to 5 business days from receipt of your item back for your return to process and refund to be issued. We recommend sending the item insured, signature required as we are not responsible for lost or stolen packages. Thank you.

  Customer response

  05/30/2024

  This business' practices are abhorent. To be sent defective merchandise and be punished financially is inconceivable. I request that the business will take responsibility for their faulty merchandize, a merchandise that doesn't resemble even remotely to what the website is advertising and refund me for the whole purchase. Also I request to be sent a return label for the return to their return department and I would be happy to return the subpar piece of jewelry I was sent. Merchandize and shipping needs to be refunded to my credit card. Further more, the punitive actions of the business on my patronage are very discriminatory. I payed for my merchandize fair and square. I was sent a broken piece of jewelry which I presented in pictures. I should hope that this company would not be a A+ company with the bueau. It is not fair for a customer to be cheated out of money like that. I do not accept this resolution and my rights as a customer are violated by a business that doesn't stand behind their merchandise. 

  

  Business response

  05/31/2024

  If the customer wishes to be refunded, they need to follow the return instructions and not try to dictate or negotiate the return procedure that was provided in the item description before the sale. The customer simply needs to follow instructions that they have been provided numerous times now, including through our BBB response. We do not provide return labels. The customer has been told this numerous times now. We did our best to provide the customer with excellent customer service every step of the way, including contacts prior to involving the BBB.  The customer refuses to cooperate with the return policy. Please return the item as. you agreed to the terms of sale and you will be refunded. Thank you.

  Customer response

  06/03/2024

  I never agreed to purchase the broken piece of jewelry I was sent by the business. I paid for the product fair and square, paid for shipping as I should have. All the money iI spent is waste, because the merchandise I got is trash. I would be terribly embarrassed to go anywhere with this jewelry (lobsided, has dings from hammer usage and it has loose parts). Absolutely the customer should follow the terms of any business that provides them with the quality of merchandise specified on the website. In this case the business didn't honor their promise of selling fine jewelry, as shown in the pictures of the actual product vs the website picture with which they advertise when selling merchandise. The difference between what was advertised and what was actually sold is selfevident. I would like that other potential customers be made aware of what kind of business this was and the bureau decreased the rating all together. The company doesn't have good customer service, they don't stand behind their product, and cheat customers out of their money.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On may 15, 2024 I participated in a on-line auction ( featured company policeAuction.com) I purchased several items ( pieces of jewelry). The said items were advertised and photo presented as quality items. Advertisement as well as description of items were very deceptive. The items are very low quality items which are projected to deteriorate soon. They are not anything comparable to the description or / and Advertisement. I am seeking full refund! Thank you

  

  Business response

  05/21/2024

  Please note the items are as described. We provide full gemological and material descriptions for each item. In violation of BBB rules, the customer did not contact our support department before contacting the BBB to try to work it out with us first. His purchases are within the normal window of return. If he is unsatisfied with the items, he can return them for a full refund. He will need to return the items to PoliceAuctions.com, **************************************. You may combine the returns into a single shipment. Please include a list of the auction numbers from your 'My Wins' page in the package so we can process your returns quickly. Please allow up to 5 business days from receipt of the items back for your returns to process and refunds to be issued. We recommend sending the items signature-required, insured, as we are not responsible for lost or stolen packages and you will not be refunded if we don't receive the items back. Thank you. 

  Customer response

  06/04/2024

  I am partially satisfied with response from company ( policeAuction.com). The underline fraud is not limited to merchandise . I paid over ****** in shipping cost . The company mailed each item individually costing14.00 per item ; instead of shipping all together especially since all the items were purchased same day within reasonable time frame. On returning items they requested I send all in same package which only cost me *****!! They made a huge profit off me unreasonably. The same manner they requested I return items should have been the same manner in which they shipped items! 

  

  Business response

  06/04/2024

  The user was refunded the full amount for each item returned, including the original shipping charges. It's a little frustrating for the user to claim otherwise. If he's complaining about the cost of shipping, the cost includes insurance and labor, as well as profit. The price for shipping is disclosed in advance of the sale. In any event, the customer was fully refunded. Thank you.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Auction dates 4/1 and 4/6. The stones pictured in the auction are not the stones they sent. They are close in size and cut but are much darker and have numerous chipped facets. Worse is that multiple gemologists have checked the stones and each one states the stones are dyed quartz. They were listed as ********** ****** and 'sapphire'. Auction listings *************************************************************************************************************************************** **************************************************************************************************************************** ****************************************************************************************************************************************** They charge $15 per return when it should be 100% free since the auctions were fraudulent.They use artwork and website name to indicate they are either operated by actual police agencies or at least affiliated with police agencies.

  

  Business response

  05/07/2024

  Please note the customer failed to notify us through our site support to request a refund, this is the first that we've heard of their dissatisfaction. Please read the about section of the website, it states clearly that we are not affiliate with the police or a government agency. The item descriptions also note that the auction is non-government, and there is also a disclaimer at the bottom of every page of the site stating we are not affiliated with the police or the government. We use a portable stone tester that displays the material to verify the stones so we believe they are genuine. Anyone who eyeballs the stones and renders an opinion is acting unprofessionally since the portable stone-testers are relatively inexpensive and cost under $1000. Stone-testers measure the heat retention of the stone and that is not something you can see with your eyes. We understand when a jeweler or some other third party says negative things about the stones it can upset the customer. That said, we are not responsible for their opinions. The color of the stones may vary according to lighting. Also note, we do not charge for returns. We do not refund original shipping unless the item is disputed, but in this case, the item is disputed. Ideally, the customer could have contacted us directly to learn this, as our support team is responsive and responds in less than a day. The customer may obtain a refund by using the return links on his "My Wins' page and sending the items back to us. We recommend sending them signature required, insured, as we are not responsible for lost or stolen items.  If the item is out of the 30 day return window, please contact us through support and we will create the returns for you. If the original shipping is not included in the refund, simply contact us through support and we'll make sure that is refunded as well. Please allow 5 days from receipt of your items back for the return to process and refunds to be issued. Thank you.

  Customer response

  05/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went on the police auctions website and won the bidding for the attached ring for ****** They had it valued on the site for well over 2000. I just took to have it appraised for insurance purposes and had the diamonds tested. Not all the stones would even register on the tester only some of them. When I got the appraisal it wad worth $40. No where near thier evaluation that they are advertising and people are using to base thier bids on.

  

  Business response

  04/27/2024

  The diamonds listed on the item are diamonds. Great care has to be taken when testing small stones not to touch the prong, especially when using a pass/fail test. If the probe touches any part of the prong or setting, a pass/fail diamond tester will fail the test. Magnification is often used in dealing with small stones. Of course the jeweler did not tell the customer this. It is not difficult to obtain a refund from us, we have a 100% satisfaction guarantee listed in our item descriptions. The customer should follow the return links on the 'My Wins' page for any item they are unsatisfied with. If they need help with their return, please contact support directly on the site. They have successfully used the support system in the past, so they know how to use the support ticket system. In regards to the value of the item, jewelers often make snarky comments about what something is worth. Can they sell a similar item for the same price as they claim is value? Secondly, we do not provide values for the items. We state the following in the item description:

  "The red strike-through price that sometimes appears above items is a computer-generated asking price, not a value.  No value is implied by the strike-through price or any fraction thereof."

  The customer should not use the strike-through price as a guide for value, it is not intended to be used this way. We do not comment on values because they are too subjective and it's too easy for a jeweler or other third party to make a comment on value that is not based in reality. We're happy to refund and support the customer if they need assistance. Please have them follow the return procedures. Thank you.

  Customer response

  04/27/2024

  This is not acceptable.

     To say a professional jeweler and Jewelry store does not know what they are doing when testing for the and appraising an item is insulting.  I watched them as they tested the item in front.

  The most distressing thing is the I'm not responsible the computer did it comment.  Your company your computer your responsibility.  You know full well that a lot of the items are no where near the value of the red struck through asking price. In order for the computer to generate the price someone has to input the information or a specific price.  No where in your terms and conditions does it state that a computer is setting the prices which means a human is doing it  and as you eloquently put it if a person fraudulent makes a bid with n intention of paying they are subject to a lot of fines and penalties.  Purposely inflating a price on and item that customers have no way being able to test and see and insinuating an item is worth at least that much is fraudulent as well. So what fines and costs am I going to collect.  The answer is simple none unless I seek legal actions. So to answer the question what do I want simple two things:

  1) Amend your terms and conditions to state clearly that you are not setting the red strike through prices but a computer and or AI is and the prices may be inflated in bold lettering and capitals

  2) You issue and apology via email, to all ********* (thanks for the shadowban btw) stating the above 

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

  

  Business response

  04/27/2024

  We're sorry you find our offer of a refund upon the return of the item unacceptable. We do clearly state the strike-though price is computer generated and not a value. That is already there. We're not trying to insult the jeweler but the fact is they simply told you it wasn't a diamond without doing a proper test. We use a portable stone tester that displays the material, not just a pass/fail to verify the stones. They are diamonds, and we are not responsible for opinions that state otherwise. Please follow the return procedures if you are unsatisfied and wish to be refunded. We'll be happy to help you. Thank you.

  Customer response

  04/30/2024

  The issue with the refund is the fact I have to pay for the shipping back and as you state you do not refund that. So No matter what happens I lose money on something I do not believe is of proper value. For example if I paid $100 for the item you charge me $14.95 shipping. For a total of $114.95. I then have to ship it back insured and mostly likely certified to ensure it gets there and it is received. That *** cost me $20. Which I do not get back so no matter what i lose money.

  As far as the computer generated price i've have read the terms and agreements and the only mention of the red price is this "The red strike-through price that sometimes appears above items is an asking price, not a value.  No value is implied by the strike-through price or any fraction thereof.  The strike-through price is a Buy Direct Link."  "Listing of red strike-through price, also known as Buy Direct Price (BDP) are not statements of value and no value is implied by either strike-through price or BDP, or any fraction thereof. Presence of a brand name does not imply or guarantee value. We make no claim to any value of items listed on this site whatsoever. In general, we do not comment on values because values are too subjective. Those are the only two references about pricing as i said no mention of computer and if there was again SOMEONE HAS TO INPUT THE INFORMATION  No where does it say about a computer generated price. Somebody had to put information into said computer so it could generate the the price.  It had no idea until somebody inputs data and then goes from there.  So my computer did is like my son saying my dog ate my homework.  

  I am still asking for for what I asked for a public apology and admittance of the computer generated price and that the values are or could be inflated and it done in bold in terms

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩