How you receive a $600 jersey from Saco River

[Saco River Auction]

I have spoken to my employee and made him read this thread. We are truly sorry the item was not handled differently and packaged correctly. My employee ships thousands of items per year and he is excellent at it as we only had 3 claims for damage in the past year, which is amazing considering we ship everything from lamps to paintings and all categories in between. Having said that..he was negligent with this item in how he packed it. He now realizes his mistake and I will deal with it internally. In all reality, no matter how proficient your employees are, mistakes do happen. We strive to have happy customers in all aspects of the auction business, because without consignors and buyers we are nothing. In Order to keep customers happy we have to strike a balance between shipping costs, buyers premiums, consignor rates etc. Sometimes in business we make mistakes. When your dealing with a massive volume and operating as often as we do, sometimes employees get complacent. I would like to apologize to the buyer and hope that he will forgive the error and continue to give us his business.

Sincerely,

Troy Thibodeau
Saco River Auction
207-650-5677

[btcarfagno]

Saco has treated me very well in my dealings with them. They come up with some very interesting items as well. I look forward to all of their sports auctions (forgot about this past one however).

I'll be up there in two weeks. Staying at a hotel in Saco for two nights.

Tom C

[4scuda]

Tom, I guess if you attend their auctions in person it would be fine as you don't have to worry about shipping. 21 percent buyers premium should give you the confidence that they are going to spend the time to do things right. Check old posts last time I bought from them the shipped my pennants folded in half on the bottom of the box with the heavier items on top. They have had interesting items, but so does everyone else.

[CarltonHendricks]

Originally Posted by Saco River Auction

I have spoken to my employee and made him read this thread. We are truly sorry the item was not handled differently and packaged correctly. My employee ships thousands of items per year and he is excellent at it as we only had 3 claims for damage in the past year, which is amazing considering we ship everything from lamps to paintings and all categories in between. Having said that..he was negligent with this item in how he packed it. He now realizes his mistake and I will deal with it internally. In all reality, no matter how proficient your employees are, mistakes do happen. We strive to have happy customers in all aspects of the auction business, because without consignors and buyers we are nothing. In Order to keep customers happy we have to strike a balance between shipping costs, buyers premiums, consignor rates etc. Sometimes in business we make mistakes. When your dealing with a massive volume and operating as often as we do, sometimes employees get complacent. I would like to apologize to the buyer and hope that he will forgive the error and continue to give us his business.

Sincerely,

Troy Thibodeau
Saco River Auction
207-650-5677

Now that's man'n up...addressed like a professional...

Mark/4Scuda...I feel your pain...Hopefully it wasn't wrinkled and everything will be OK with it...I too hate it when stuff isn't packed right...we spend a lot of time searching for this stuff and when you receive it you have every right to expect it well packed

I've pretty much seen it all for packing quality...Naturally the auction houses are held to a higher standard and you expect quality care and packing from them especially...but it's not always true....I'll never forget this one high profile New England auction house known for toy and advertising who sent a 3 foot x 14" framed puzzle with nothing but peanuts...amazingly it got to me without damage...

But it's eBay where you're really rolling the dice...With eBay...packing is the number one risk exposure...you never know how proficient they are going to be...

[Dewey]

A nice, timely response from Troy. I think it is especially helpful to educate the employee by reading the thread to see it from the customer's perspective. A good restorative, rather than punitive, move. I like that a lot. Hope it helps future processing.

[bigfish]

A fantastic and professional response from Saco River. They accepted responsibility and will make changes to correct the issue. I bid live and have stuff shipped from Saco River. I am satisfied with their service.

My offer to buy this item has been rescinded.

[4scuda]

Toby,
Would you want me to stuff it back in the envelope when I send it to you?

Mark

[bigfish]

I would expect you would be reasonable as Saco was in their response. They are going to fix the error. It was an error. You continue to go on and on. I get it to a point but they took responsibility for it.

My offer to buy this item has been refunded. I wish the OP the best is his persuit.

Respectfully,


Toby
Tp7161@yahoo.com

[Dewey]

I don't see Mark as being a jerk. He's had two (from my reading) bad shipping experiences with Saco. He's rightly frustrated and this is a good place to express it.

For Saco's part, their response was great. But it is only a response to a complaint, we don't know if it is a change in actual process. I don't blame Mark for being frustrated at all.

Maybe Mark can write you a nice conciliatory message after he crams the jersey in a bag and sells it to you. Is that all you really want, Toby? Same shipping practice but a nice soothing message to make you calm down? If so, you're easy.

[4scuda]

Originally Posted by bigfish

I would expect you would be reasonable as Saco was in their response. They are going to fix the error. It was an error. You continue to go on and on. I get it to a point but they took responsibility for it.

I have given you an out. Feel free to contact me if you want to sell it. Not trying to be an jerk but it's time to let it go..,,

Respectfully,


Toby
Tp7161@yahoo.com

I have sent you a pm with my address to PayPal me funds for the jersey.
Mark