ComplaintsforHeritage Auctions

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I won an auction and later found out the holder was damaged after I received the coin.HA failed to disclosed that holder was damaged on the auction.I review the picture, the damaged could barely be notice such that I did not see it even though I look at it many times during bidding. I emphasized barely as I t can barely be seen on auction picture.HA refuse to reholder the coin for free and want to charge restocking fee of about $60 as they claimed past 7 days. I contacted HA as soon as I received the coin and get replied some department will review it. I dont get replied until 8 days later that HA will not reholder for ******* showed that HA conducting business in a slick manner did not pointed out damaged holder that auction photo was not clearly seen. HA purposely delay response over 7 days to charge restocking fee to return the coin. ** in my opinion did not conduct business in good faith. I recommend stay away from HA.

  Business response

  10/08/2024

  We apologize for the misunderstanding and have spoken to you and resolved the issue. We appreciate your feedback and look forward to serving you better in the future.

  Customer response

  10/08/2024

  I have reviewed the business response and accept this resolution of refund of $75.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had reached out to heritage actions about a rare coin I have. It is 1 of 8 in public circulation in the world and the only one of those 8 that has been graded a PF70. Heritage auctions has I believe 2 listings, one sold in 2016 on your OWN platform for around $11,000 and that was a PR67. Mine again is a PR70. However when I reached out via your website I received a ***ly from your ***resentative *** The last one seen in a public auction was in 2009 when an uncertified coin sold for $2.8k+buyer's premium then she followed that up with Your coin's low estimate could be $5k. So Im not too worried about the potential value of it Im more worried about the effort your folks put into even looking at what I have. You reach out to a professional auctioneer company in hopes theyll look at what they are selling and market it accordingly. Its like if you are selling a car, you should know a little about that car to explain to the potential buyer all the information about it. If your *** wont even look at your own auction results how can I trust that they will even care to write an accurate description of my coin? So then I write in again via the form on your website to try to get a different opinion on it and it goes right back to *** who now seems offended. Its not my fault they didnt do their research. Your website gives up to two weeks to do research before I expect a ***ly. I HAD setup an appointment for ******************** next Tuesday. So they ***ly quite rudely that they offered Long Beach and I didnt ***ly to that. Uh, no, I clearly setup an appointment with you for ********************. So because *** didnt bother to actually look at what I had to begin with, now she is taking attitude. I dont care about the appraisal value but the fact they didnt even care to look at their own results then get offended when I question it and I cant work with anyone else but someone who is offended. Its like your doctor is mad at you before surgery, Ill pass on the surgery.

  Business response

  09/05/2024

  Thank you for taking the time to share your feedback. At Heritage Auctions, we strive to provide accurate and thorough assessments of all items submitted for our consideration, and I apologize if your experience did not meet your expectations.
  

  Regarding the appraisal of your coin, we understand that it holds significant value to you. Our team conducts evaluations based on a variety of factors, including past auction results, current market trends, and the specific details of each item. While we provided an estimate based on our research and expertise, we understand that our assessment may not have aligned with your expectations.
  

  I also want to address your concerns about the communication during this process. We take pride in our customer service, and I apologize if you felt that the interaction was not up to our usual standards. Our intention was to offer an alternative appointment location for your convenience, not to cause any frustration. Please note that our Executive Vice President of World and Ancient Coins, ********************* has also reached out several times by phone to address any misunderstandings, but the client was not available.
  

  We value all feedback, as it helps us improve our services. If you would like to discuss this matter further, I would be happy to connect you with a senior specialist to review your coin once again. Please dont hesitate to contact me directly at ************* and I will ensure youre connected with one of our experts.
  

  Thank you for considering Heritage Auctions, and we hope to have the opportunity to address your concerns.
  

  Customer response

  09/05/2024

  I am rejecting this response because:   They didnt address any of the issues I had and whoever wrote this didnt seem to have the facts. For starters Heritage Auctions called me yesterday at 3:25PM pacific time and left no voicemail. That is the only call I received so the narrative about numerous calls is false. Then as far as research, again, let me be clear, please read the correspondence with the representative ***, she did NOT even look at your own auctions. She referenced something from 2006. Your OWN auctions had one from 2016. Its not about the value you set for it, its the fact *** didnt bother to look at your own auctions. *** put as much effort into looking up the coin as you put into replying to this. One phone call, no voicemail with no call back information doesnt amount to numerous times. *** tried more than once to have you stop for a moment and think before you reply and do some research. Please, before you reply again. Think for a moment, do a moments research, look into your OWN auction history, look into the numerous calls and also ask yourself why no voicemail? Is that proper customer service. I really wanted to sell this coin thru you all. Just provide a little customer service but 3 attempts so far have failed. *** didnt bother, I reached out for a second look appraisal, *** intervened and stopped that, and now you reply the BBB with no research. As for an alternate location, again, did you read the complaint? I dont understand. I guess I can tell where *** got her customer service skills if this is how poorly you reply to the complaint. So please re-read the complaint, do some research, learn how to leave a voicemail not everyone is waiting a week for your call, learn to leave a voicemail and a call back number, and learn how to find your own auctions then reach back out. Thank you.

  Customer response

  09/06/2024

  The business reached out to me and clarified what had happened. I was also able to clarify my concerns. This matter has been resolved. This can be closed. Thank you for your time.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They put the false bit . I was out bit ad then manipulate and saying I am winning bit . They did paradem ponzi scam . I really will do legally action if they donot delet my name from this scam auction. I donot have extra money to lose .

  Business response

  07/26/2024

  We appreciate the opportunity to address the client's concerns and provide a detailed account of their recent auction experience with us.

  We want to explain the bid protection feature to clarify the bidding process. The clients high bid was $200; however, the client selected bid protection, which automatically raises the bid by one increment to secure the item in case of a tie or a marginally higher competing bid. In this instance, the bid increased to $220, and the client won the lot for $220 when another bidder bid $200. This feature is optional and must be actively selected by the bidder.

  When the client reached out,we provided screenshots to explain this process and show where the bid protection options appear on our bidding interface. We communicated all of this information to the client to ensure they clearly understood the bid protection feature and to address their concerns transparently. Despite our efforts to clarify and resolve the clients concerns, we understood they are still dissatisfied. We documented all communications and made every effort to address the clients concerns professionally and transparently. In light of the clients continued dissatisfaction, we have agreed to accept the return and close the client's account with **********************, per the client's request.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought painting at auction for ***** plus buyers premium.They sent it by ***** to ****** but listed price on import form as *****0.As a result Canadian duties were 18,000.***** called the company and fixed the price.I paid the duties to ***** and they sent them to the *******************.But company recalled the painting back to ***** after I already paid the duties of around 1800 Canadian dollar.So painting gets shipped back to ***** after I already paid the duties.***** won't refund me the duties nor will Heritage.Then Heritage resends the painting by ***** back to ****** with correct price ***** say I have to pay the duties again and try to get my first payment of duties back from either Heritage or the *******************.Filled out many forms and sent to ******************* but they refused to pay back the duties.So now I am out the approximately 1800 Canadian.Heritage refund only $500 USD and gave me a coupon for $500 USD on a subsequent purchase.*********************

  Business response

  07/23/2024

  We apologize for the negative experience from our mistake. We have finally got confirmation from ***** that the Canadian Cash Application team issued the client a refund in the amount of $1,878.23 back to their credit card on July 3, 2024.
  We acknowledge that the initial incorrect listing of the price on the import form led to the unnecessary double payment of duties. We sincerely apologize for the inconvenience and frustration this caused. This process took much longer than we expected, and the international aspect took time to unwind. We previously provided the client a refund of $500 to the client's credit card as well as a $500 voucher that could be used towards a future purchase as compensation for their time and trouble.Again our apologies. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The purchase was made on May the 5th. I purchase a bracelet as a make an offer item not an auction item. I was explain on the phone that I could return if I didnt like it.I cancelled the order before it was shipped to me so I never received the bracelet. The merchant refused to issue a refund. I disputed the charge with my credit card and after a week the issue me a the refund. Now the company is saying that I still owe them $11,677.55 and that I will have to pay penalties if I dont pay in the next 5 days. Why the didnt continue the dispute with my credit card company if they didnt agree?

  Customer response

  06/05/2024

  The issue was resolved and I would like to withdraw my complain. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently purchased a championship ****** ring from their site. I purchased this on the 16th. I submitted immediate payment which came out of my account on 17th. It shows on their end to have posted on 19th. That being said. They have only now made the label. It says it will be here according to their site to allow 14 days tops for shipping. That wont be here in time. I spent spent around 3k on buyer fees. What are these fees for if Im paying for a premium product but a premium service is not being rendered. I work law enforcement I work too hard for my money to be treated this way. This was my first and most definitely last purchase I make on here. Sadly would have spent very good money on other times. I plan to put up reviews on them anywhere I can. This is unacceptable.

  Business response

  06/13/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the client's concerns and to provide a detailed account of the transaction and our policies.  
  
  Our records indicate the following timeline for the client's purchase, payment and shipment:
  
  The client bought an item in our auction 50069-3950 on Thursday, May 16, 2024.
  The client made a payment via e-check on Sunday, May 19, 2024
  Heritage released the invoice to their shipping department on Wednesday, May 22, 2024.
  Due to a holiday on Monday, May 27, 2024, the item was shipped on Tuesday, May 28, 2024.
  The total turnaround time to ship the invoice was 7 business days, which is within our standard shipping time frame of 7-14 business days.
  According to our tracking information, the package was delivered on Friday, May 31, 2024, at 1:26 PM.
  
  We understand that this issue has been resolved with the delivery of the package.
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I won this item in the auction and was invoiced on 4/7/2024. I paid the invoice immediately on 4/8/2024. After I made the payment, the invoice has been changed multiple times; and as of today 5/23/2024 (more than 6 weeks after the payment), I still have not received the item or seen the shipping information of the item. During this period, I have called, waited, coordinated with the auction's customer service for more than five times and spent over eight hours on this issue. The last time I tried to contact is on 5/21/2024: the gentleman claiming himself as a supervisor of the customer service assured me that the item would be shipped out either later the same day (5/21/2024) or the second day (5/22/2024), but the fact is as of now (almost the close of business 5/23/2024) there is still no update on the shipping information. I believe I am a person with a very good patience and I have done everything I am able to and everything I can bear to try to make the things work, but as of now, it seems the communication of the auction is totally a mess. The answers I received from the multiple contacts of the auction house are totally different with each other, and they seem to be lacking the capability to ship to the correct item to the correct buyer.

  Business response

  05/30/2024

  We appreciate the opportunity to address the client's concerns regarding the delay in receiving his auction item. Our records indicate that REF# *****-7138 was shipped on April 25, 2024, via **** and was delivered.Additionally, REF# *****-8223 was shipped on May 23, 2024, via ****** which attempted delivery on May 24, 2024 but noted that an adult recipient was unavailable to sign for the package.
  
  Upon receiving this complaint, we contacted the client to ensure his satisfaction, and report that the client received his package on May 28, 2024. One of our supervisors spoke with the client directly,and he confirmed he received his items.
  
  We apologize for the inconvenience and frustration caused by the delay. 

  Customer response

  05/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unprofessional, lack of communication and absolutely dismissive and rude. They sold my item without communicating with me. I am waiting for payment....and have contacted my lawyer if I need help collecting or getting my 1999 New York Yankee World Series pendant back.

  Business response

  05/24/2024

  We were in regular contact with the complainant and are very sorry that she felt we were rude and dismissive.  We take extra care with our thousands of consignors each year to provide good service. When we received this notice, we rescinded the sale and returned the property by Federal Express today.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a painting from Heritage Auctions (HA) through Artsy (an application) on 12 April 2024 for $4,250.00. After delayed shipping I finally received the painting today, 03 March 2024 and the frame is damaged in multiple places. When I lifted the painting the frame fell apart. Conveniently, HA claims they are not liable for any damage to the frame. I understand that scuffs and minor dings happen during shipping when items are packaged properly. However, damage to this extent is do to poor packaging and lack of due diligence on the part of HA.

  Business response

  05/17/2024

  Our Managing Director and Director of Operations both reached out to the client (on May 5 and May 7 respectively) explaining that our terms and conditions don't cover frames. Since he has not gotten back to either manager, and we want all of our clients to be satisfied, we are going ahead and sending him a $200 coupon for future use and of course he is welcome to return the item for a full refund. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I won an auction for authentic Beatles records back on Nov 14 2020. I won the following sealed albums Something New ************** VI stereo. I recently liquidated my collection and when I sold these 2 albums the buyer was quite upset and said that they were resealed albums, not authentic. When I won these records at Heritage Auctions they guaranteed with a certificate of authenticity that both records were indeed original and authentic. When the buyer who is a Beatles expert sent them back to me I decided to open one of them and that was Something New.When I opened it the vinyl inside was used with various heavy scratches which would not be found in an authentic sealed record album. I looked over the cover and found that it had some touch up work done to it along with a phony price tag and shrinkwrap that was not original.I have contacted Heritage about this problem for the last month and nobody ever gets back to me. I sent them copies of the invoices along with pictures of the phony records. I sent them to their client services **** because they asked me to send them.*** also called a ********************* their Entertainment expert on vinyl records and got through to him once. He has not bothered to answer anymore if my emails or phone messages. I feel that because they guaranteed these items with their Certificate Of Authenticity that they should refund my money.The entire balance came to $1,529.06 with buyers premium, shipping and tax.Im only getting the run around up to this point and find it terrible that a big famous auction house would totally neglect my request.Sincerely Yours, ********************************* ************ I am sorry but all my pictures with the invoices and certificates of authenticity with the bogus records will not download. I could always mail them to you if you wish.

  Business response

  04/01/2024

  Our deepest apologies. We have issued a full refund and a coupon for future use.  

*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. ↩