ComplaintsforRemoov

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I initially contacted this company in October regarding the Consignment of a high quality Thomasville Asian Ming Burlwood white coffee table. I called and spoke personally to several representatives and was told that I needed to send pictures and that consignment would be split 50/50. I was also advised that it would cost $169.00 for the pickup and once they receive the table, their appraisers/furniture evaluators would determine its value. I completed the online application for consignment and contemplated on whether or not I was willing to pay the $169.00 pickup fee. After going against my better judgment, I went ahead and scheduled the pickup for November 30, 2021.Once they received the table, their appraisers/furniture evaluator would determine the value and it could take up to 2 weeks before knowing the value and that I would also make the pickup fee back once sold.Once they picked up my table, I heard nothing. I called the following week to check the status and was told that I would need to create an account (on their website) that would provide a dashboard for me to check the determined value as well as any activity for the resale of my table. There was nothing on the dashboard except a picture of my beautiful table. I called last Friday, 12/17/2021 to see what was happening and was told by representative, ******* that my table had been donated. I couldn't believe it. I told him that I did not donate the table and it was for consignment only. I was livid and he advised that he would look into the matter and get back to me. I have since talked to two more representatives and a guy named ***** He continued to tell me that my table was donated and this was company policy. He also stated that he had emails that were sent to me stating that it was for donation. I reiterated that my table was never a donation and that I want my table back and/or be compensated which when purchased was $1700.00.

  Business response

  02/18/2022

  From: ******************* <*************************************>
  Sent: Thursday, February 10, 2022 8:35 PM
  To: info <************************************>
  Subject: Re: FW: Don't Miss This Opportunity to Improve Your Rating! ??

   

  Hi *******,

  
  I look at all the communications with the customers and indeed we did what we stated from the start. Our service picks up items that a person wants to resell, donate and dispose of.  The customer submits photos of the items and we provide an assessment letting them know the cost of doing the pickup and whether the item can be resold, donated or disposed of. ****** submitted photos on October 24th. The next day she received her estimate letting her know that the cost of the pickup was $169 and that we could pick up the table for donation.  To book the pickup the customer has to view the resale and accept the resale assessment.  She actually originally requested a reassessment for that table on November 20th we replied saying that we could not resell the table but only donate it. She booked her pickup on November 28th and we completed her pickup on November 30th.  At the time of the pickup the customer also reviews the items collected and whether they were picked up for resale, donation or recycle.  The item was picked up for donation and she signed the agreement (her signature below). Items that we do accept for resale are appraised once we collect them, but this item was designated for donation from the start. When she submitted photos she never added any information about the value of the table or the brand.  Given that the assessment, prior to the pickup, was based on just the photo she provided (see below)

   

  Her signature agreeing to the pickup when we collected the items:

  

  Business response

  02/22/2022

  
  I just chatted with my team.  In addition to all the communication with her that I shared showing that we did exactly what we said we would, I just found out that our local (Phoenix) Operations Manager decided to even pay her as if the table had sold for $500 even though we donated it and we did exactly what we promised we would, just to calm down the situation. This was done in December.

   

  Thank you,

  ****

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