, District of Columbia U.S.A.
Liquidation.com dispute Resolution Doesn't Happen Washington, Dc After filing a damaged in shipment dispute and waiting 30 days, no resolution Liquidation.com District of Columbia
0Author 0Consumer 0Employee/Owner
I purchased a lot of returned tv's from liquidation.com on March 10th, 2007. The items were to have been returns, and as such mmay have problems. Liquidation.com also sells "salvage" lots which are to be items that are known to be damaged and not repairable. I received my lot of tv's, which was shipped by Liquidation via UPS freight. The pallet arrived a day later than scheduled and showed very obvious signs of damage in shipment. One of the TV boxes was completely impaled into another. The whole load was hanging off one side of the pallet, with the most expensive flat screen HDTV of the bunch on the bottom, half on, half off the pallet. Ok, fine. Damaged in shipment. I can handle that, after all, things do happen in shipment. Though I wasn't thrilled about it, I also was not overly concerned since I was told by Liquidation that the shipment was 100% insured. Before the driver left, I photographed the damage (even including the driver in the photos) and had the driver sign off on the packing slip noting the damage. Then I went on to file a dispute with liquidation.com in order to process what I expected would be a refund. Wrong. After filing my dispute, along with pictures, I waited, and waited and waited. I called and was told to wait a few more days because their dispute department was behind. I waited a few more days, then called again. This time they said that they would have an answer by today (April 10th). Today I received a short email response stating that their "final" decision was that the information and photos I sent along didn't demonstrate "extreme" damage to the items. One of the pictures shows holes in the casing of the tv. Holes big enough to put three fingers into. The boxes on the bottom of the pallet had obvious forktruck holes in them. The tv that was half off, half on had obvious (and fatal) damage to the lcd screen. I told them that I was shocked that the insurance wasn't going to cover the damage, especially given the fact that the driver even wrote it on the packing slip. The gal I was talking to told me that she would email Rochelle (the person who rejected the dispute) with my request for more information. I asked if I could just be forwarded to her in the claims department. She said that the claims department does not speak to buyers. I don't know how anyone would get anything resolved without speaking to someone directly in this situation. So, I asked when I'd get a response. Couple of hours she said. That didn't happen (no surprise). I then asked her what 100% insured meant. She got a little angry and bit back, "it means 100% insured sir". So, I asked, I'm assuming then that what you are telling me is that UPS rejected the insurance claim? "No sir, I don't see that we filed an insurance claim". This makes no sense whatsoever. Liquidation.com was paid by me, including their 5% commision and another $135 dollars for shipping. Their client was obviously paid. The items were obviously damaged. The only thing that anyone needed to do was file the insurance claim with UPS. Why that wasn't done I cannot understand. I contacted UPS directly and they are going to process my claim. Liquidation.com is not a good business! I also learned in the process by the way, that the sellers (liquidation.com is an intermediary) tell them what the condition of the product is and that they do not do any testing. So, in this case, the seller may have already known that these screens were defective. However, my assumption, having seen the items on the pallet, would be that they were damaged in shipment. Just know that if you buy anything (electronics and such), that liquidation.com doesn't do any testing, and the dispute resolution procedures are ridiculous. They don't return calls, and will not allow you to talk to any of the three dispute resolution employees. How a company that has closed over 500,000 transactions worth $300 million can operate with only 3 people in what I call customer service (they call dispute resolution) is beyond me. Anyhow, at the end of my conversation today with Liquidation.com, I was told that I could call UPS if I wanted to, and they even offered their phone number! Wow...now that's service! I would suggest staying away from such a poorly operated organization.
Inver Grove Heights, Minnesota
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