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Auction House lost item, evading refund!
Good morning everyone,
This is my first post as I require advice on a situation which is more complicated than the average dealing I normally have.
I purchased a Rolex watch via TheSalesRoom, a reputable online bidding platform for auction houses across the UK. They connect you with auction houses who sign up to have online bidding via the website.
I won the watch, I paid, they packaged In-house. The package arrived. It was completely sealed, no sign of tampering. Inside was one lot I purchased but no Rolex. The packaging was in there for the Rolex lot, but it seemed clear that it hadn't been packed.
I immediately contacted the auction house to state what had happened. I eventually get through to the head auctioneer. He questions my believability, but then says that my record on the salesroom is impeccable, which it is. I regularly buy watches for my private collection. He says his head of postage says she posted the item. They admit they have had mix ups with lots before and have been much busier with the COVID crisis.
He says he will go through the Auction Houses insurance to claim for the item. Bear in mind that they didn't even record the serial numbers for the watch... The auctioneer is now evading contact and being very difficult. I need to step up the severity of this situation as I have been without £2500 for over a month now and don't have the watch I purchased.
I have also received a letter from Parcelforce, who they use to post the items once packaged in house, saying that they have received information from the auction house about a lost/damaged item. This was not the case that Parcelforce were involved in the loss or damage, as the package was completely sealed, wrapped in black tape all round!
I can give more details to anyone privately if it helps, such as their terms and conditions.
Please help,
Thanks,
Bill
This is my first post as I require advice on a situation which is more complicated than the average dealing I normally have.
I purchased a Rolex watch via TheSalesRoom, a reputable online bidding platform for auction houses across the UK. They connect you with auction houses who sign up to have online bidding via the website.
I won the watch, I paid, they packaged In-house. The package arrived. It was completely sealed, no sign of tampering. Inside was one lot I purchased but no Rolex. The packaging was in there for the Rolex lot, but it seemed clear that it hadn't been packed.
I immediately contacted the auction house to state what had happened. I eventually get through to the head auctioneer. He questions my believability, but then says that my record on the salesroom is impeccable, which it is. I regularly buy watches for my private collection. He says his head of postage says she posted the item. They admit they have had mix ups with lots before and have been much busier with the COVID crisis.
He says he will go through the Auction Houses insurance to claim for the item. Bear in mind that they didn't even record the serial numbers for the watch... The auctioneer is now evading contact and being very difficult. I need to step up the severity of this situation as I have been without £2500 for over a month now and don't have the watch I purchased.
I have also received a letter from Parcelforce, who they use to post the items once packaged in house, saying that they have received information from the auction house about a lost/damaged item. This was not the case that Parcelforce were involved in the loss or damage, as the package was completely sealed, wrapped in black tape all round!
I can give more details to anyone privately if it helps, such as their terms and conditions.
Please help,
Thanks,
Bill
