Should an AH disclose any slab damage in their description?
 

I recently won a lot of 3 cards from Heritage Auctions.

Here is the link:

https://sports.ha.com/itm/baseball-c...52003-43033.s#

Look at the images that they displayed and everything looks fine. Description was straight forward so I bid and won the 3 cards.

When I received the cards, one of the slabs had a deep chip on the back. (See image below)

I contacted Heritage regarding the damaged slab and asked why it wasn't disclosed in the description.

After several days, they finally answered me and simply said the following "Thank you for your patience. I have been advised that the chip is visible in the posted image online. You would need to send it to SGC if you wish to get a new case. The condition of the card is not affected. "

They did not offer to take the card back. They did not offer to have it reslabbed at their expense.

I was pretty pissed off by their non willingness to take care of the chipped slab. I should not have to pay to reslab it. If they disclosed it in the description, then it's all on me. But they didn't.

I am not just a customer who buys 1 or 2 cards from them. I have spent almost $200,000 over 15 years at Heritage. I would have thought that they would have done the right thing for me.

I will have no problem taking my business elsewhere.

Just wondering what others think? Should it have been disclosed in the description? Can a buyer really see the chip in the image? Should Heritage be responsible for having the slab replaced?

I know I make mistakes, but even if I think something is fairly visible in my images I always disclose it. If it's the Donlin I can see something in the photo because I am looking for it, but it's not nearly as noticeable as your picture. Your picture might be sufficient in lieu of a mention in the description.

A little surprised by their response. I "guess" it is visible in the description but barely so. At a minimum I think an offer of a $20 credit on your next purchase would have been appropriate.

After I knew I had a chipped slab, I also was able to see it in their image. Not knowing anything at time of purchase, I did not notice it in their image.

I guess it comes down to whether you are a card collector or a slab collector. My thoughts are that the slab is intended to protect the card.

Unless it looks like it's been tampered with I wouldn't personally be too worried about it. It would have been nice if they offered to pay for the reholder though, and even better if they had done that before auctioning it off.

Unacceptable that it wasn’t disclosed and their response was far short of what it should have been. They get paid a lot of money to sell others peoples items. No way I’d lay down and take that.




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Reholder/shipping/insurance fee reimbursement would be appropriate

heritage
 

They should have disclosed it.

They should have shown a close up scan.

They should reimburse you for re-slabbing, postage, and insurance. And maybe a little extra for being dicks.

I have complained many times over the years about their outlandish S/H. I guess I just needed to vent.
It was up to me to just walk away from them but I didn't. I kept coming back week after week to bid on their auctions.

It only took a simple matter like a chipped slab to see what they are really about. I felt that they should have responded differently.

This was the straw that broke the camels back. Now, I have to stay away. Addictions are tough to break.

That first step is always the hardest!

Also should have been disclosed no reason not to...

I'm just wondering, and I guess the answer would have to be yes, but do they know how much business you've given them over the years? Did they know they were dealing with a long-time customer?

Either way, maybe you can contact them again and remind them, and let them know that under the circumstances, you feel that they could re-slab it for you. And that in the future, while they may feel that the picture alerted any potential buyer of the chip, that it would be better customer relations if they could specifically mention something like that in the future to prevent a customer from coming away from a sale with a bad feeling. If after telling them all this they come back with a negative answer, you could then let them know that if that's their decision and they don't want to do the right thing, you're not going to buy from them anymore. Doing all this I feel, gives them a couple more opportunities to make the situation right.

Right i dont know why they didnt just send you the money to have it reslabbed

Exactly. No excuse for a major AH not at least pointing it out in the description. Heck, I see flaws pointed out in two-bit eBay auctions. And that dismissive response to you was crap.

Good advice but I already said most of this to them. Their response was pretty much that it's the customer's fault for not using a microscope when viewing their images.

I have never understood the part I made bold. Why threaten a company that couldn't care less about you. From personal experience it will just get you worse treatment in the future.

It's okay with me that an AH missed the flaw and left it out of the description. It could have been an oversight. Happens to me all the time.

But, if a customer points out that something is not right, the seller or AH should make it right and own up to their mistake.

I was not looking for a handout. Just wanted them to make it right.

Since they didn't, it's up to me to move on.

Sorry for all of the venting but I feel better now.:D

Really dumb on their part. Definitely a drag. You would think that they wouldn't be that petty, nor alienate a long-time, loyal customer.

On a minimal/moderate flaw we always disclose that in our descriptions. If it is major damage we'll send it back for a reholder.

Well, if a company has done wrong by you and you don't like it, you should tell them. Good sellers and dealers work with you. There are plenty of other people to buy from. If you complain and get treated worse, in my opinion, you shouldn't go back to them.

That's all that should be said.. I would ask them again to please make it right..

Poorly handled by the AH. I couldn't see the chip in the picture. Something like that should be noted in the item description.

I get telling them you have a problem and asking them to fix it. In some cases you have no option to buy from others. I just don't get threatening to quit buying when both parties know that is BS in most cases.

thoughts
 

1) It should have been mentioned in the description
2) While I can see it in the scan now - there is likely no way I would have noticed it prior to it being mentioned.
3) The lot only closed at $138 - not leaving much room to "make it right" on the item.
4) You being as good a customer as you've communicated, I would think it would be in their best interest to take a hit on the lot and help you feel "satisfied".

If buyers keep coming back to sellers who mistreat them, then they don't have any incentive to change. I guess everyone has to decide for themselves on something like this.

agree!

Just about has 'im selling my collection and getting out the hobby' or 'quitting the forum'

Well said. I’ve been fighting with an auction house for months and months. And absolutely no resolution. I won’t be going back. Plenty of other auction houses to buy from.

In this case you’ve been up front and you are the customer. A completely reasonable demand on a lousy $138 item. Horrible customer service.

Doesn't matter whether the item is $1.00 or 1 million dollars, we should all be treated with respect. I didn't even make a demand. I just told them the issue. It was up to them to do the right thing.

This is just horrible customer service. What auction house (or any company for that matter) would even balk at spending a few extra dollars to keep a long-term customer happy? Especially a customer that's bought from them for 15 years, and has spent $250K over those years.

What an ill-advised and shortsighted decision on the part of Heritage. Cutting off their nose to spite their face. You'd have to KNOW to look for the chip, as it is not the least bit apparent in the provided photos. And their claim that the chip was pictured, and that the blame resides with you is ridiculous. I am steering clear of auction houses who refuse to disclose these obvious flaws.

The buyer should know exactly what he/she is getting.

You should probably escalate the issue to the VP of Client Services or equivalent and state your case once again... Still no satisfaction take that 1st step to freeing yourself from their clutches...and feel good about it...