My experience with LOTG

[Al C.risafulli]

Hi everyone:

This has mostly been a great discussion. I thought, now that the problem is on the fast-track to resolution, I would chime in with one last post to perhaps clarify a few things.

First and foremost, I have no issue with Frank opening this thread. I’ve been a member of this board for years, and time and again I’ve seen conflicts addressed and resolved due to discussions here. I’ve also seen many collectors get restitution simply by voicing their concerns. If I have to take a little heat, even when I am trying to do the right thing, that’s just collateral damage from a resource that is very, very helpful to this community.

Back on December 14, I received a payment from a long-time customer for his auction winnings. He included a note, asking if there was any way I could expedite his shipment so it would arrive before the holidays. In my haste to get his package out, I mistakenly put Frank’s 11 T206 cards (which had been pulled for packing as well) in with this customer’s items. I learned this today, because that customer read this thread, reviewed his shipment, and realized he had the cards. He has already shipped the cards back to me and provided a tracking number, and I should be able to turn them around and ship them to Frank by the end of the week.

It is truly unfortunate that this happened, because it is my goal to satisfy every single winning bidder with every single transaction. At the same time, over the five-year history of LOTG we’ve shipped about 15,000 different lots – and as much as I’d love to say we’re batting 1.000, it’s probably more like we’re batting .995. And while it’s true there were more slip-ups when the company was younger and we were still learning the ropes, from time to time I still make a mistake. What I CAN say, unequivocally, is that when I discover a problem, I do my best to resolve it as quickly as possible.

In this case, Frank made me aware that he had not received his winnings on December 20. After checking my records and realizing his lot was pulled but never shipped, I searched the storage area and, upon realizing the cards were no longer in our possession, attempted to piece together where I had inadvertently shipped them. I asked Frank for a couple of days to get to the root of things, knowing that the cards likely were still in transit due to holiday volume slowing USPS delivery times. After taking December 23-25 off for Christmas, I returned to the office on the 26th, hoping that the cards had arrived at their mystery destination, and whoever received them would reach out. On December 28, when that hadn’t happened, I advised Frank I would issue a full refund rather than hold his money, and apologized for my sloppy work. I cut the check on the 29th, the sixth business day after learning of the problem.

There is a second point I feel is worth addressing. During the course of this thread, a few people came to my defense – or at least attempted to offer an explanation for my mistake – by commenting that my company is a “one man show.” I am thrilled to say this is actually not the case. As many of you know, this fall Jeff Prizner joined me as consignment director, becoming the second face of LOTG (Jeff has a better face than me). But Love of the Game for quite some time has had capable behind-the-scenes help as well in the shipping room, and for scanning and photography, description-writing, and finance. I am not the only guy here!

I had a very pleasant discussion with Frank this afternoon, and I am thrilled to be able to get closer to making this right for him. It was his first experience with my company, and I messed it up. To those of you who offered kind words in this thread, I’m super appreciative. But what’s most important is that each time something like this happens, I can use it as a lesson to improve the service I provide to each of you.

Now…on to the next auction. We’ve got some FANTASTIC stuff lined up, it may well be the best auction we’ve ever had. I’d much rather be talking about that!

Warm regards,
-Al

[icollectDCsports]

Originally Posted by Al C.risafulli

Hi everyone:

This has mostly been a great discussion. I thought, now that the problem is on the fast-track to resolution, I would chime in with one last post to perhaps clarify a few things.

First and foremost, I have no issue with Frank opening this thread. I’ve been a member of this board for years, and time and again I’ve seen conflicts addressed and resolved due to discussions here. I’ve also seen many collectors get restitution simply by voicing their concerns. If I have to take a little heat, even when I am trying to do the right thing, that’s just collateral damage from a resource that is very, very helpful to this community.

Back on December 14, I received a payment from a long-time customer for his auction winnings. He included a note, asking if there was any way I could expedite his shipment so it would arrive before the holidays. In my haste to get his package out, I mistakenly put Frank’s 11 T206 cards (which had been pulled for packing as well) in with this customer’s items. I learned this today, because that customer read this thread, reviewed his shipment, and realized he had the cards. He has already shipped the cards back to me and provided a tracking number, and I should be able to turn them around and ship them to Frank by the end of the week.

It is truly unfortunate that this happened, because it is my goal to satisfy every single winning bidder with every single transaction. At the same time, over the five-year history of LOTG we’ve shipped about 15,000 different lots – and as much as I’d love to say we’re batting 1.000, it’s probably more like we’re batting .995. And while it’s true there were more slip-ups when the company was younger and we were still learning the ropes, from time to time I still make a mistake. What I CAN say, unequivocally, is that when I discover a problem, I do my best to resolve it as quickly as possible.

In this case, Frank made me aware that he had not received his winnings on December 20. After checking my records and realizing his lot was pulled but never shipped, I searched the storage area and, upon realizing the cards were no longer in our possession, attempted to piece together where I had inadvertently shipped them. I asked Frank for a couple of days to get to the root of things, knowing that the cards likely were still in transit due to holiday volume slowing USPS delivery times. After taking December 23-25 off for Christmas, I returned to the office on the 26th, hoping that the cards had arrived at their mystery destination, and whoever received them would reach out. On December 28, when that hadn’t happened, I advised Frank I would issue a full refund rather than hold his money, and apologized for my sloppy work. I cut the check on the 29th, the sixth business day after learning of the problem.

There is a second point I feel is worth addressing. During the course of this thread, a few people came to my defense – or at least attempted to offer an explanation for my mistake – by commenting that my company is a “one man show.” I am thrilled to say this is actually not the case. As many of you know, this fall Jeff Prizner joined me as consignment director, becoming the second face of LOTG (Jeff has a better face than me). But Love of the Game for quite some time has had capable behind-the-scenes help as well in the shipping room, and for scanning and photography, description-writing, and finance. I am not the only guy here!

I had a very pleasant discussion with Frank this afternoon, and I am thrilled to be able to get closer to making this right for him. It was his first experience with my company, and I messed it up. To those of you who offered kind words in this thread, I’m super appreciative. But what’s most important is that each time something like this happens, I can use it as a lesson to improve the service I provide to each of you.

Now…on to the next auction. We’ve got some FANTASTIC stuff lined up, it may well be the best auction we’ve ever had. I’d much rather be talking about that!

Warm regards,
-Al

You're a good dude, Al. If anything, this discussion has only served to show how honorable your business is.

[Steve D]

Originally Posted by icollectDCsports

You're a good dude, Al. If anything, this discussion has only served to show how honorable your business is.

+1

Steve

[68Hawk]

Originally Posted by Al C.risafulli

Hi everyone:

This has mostly been a great discussion. I thought, now that the problem is on the fast-track to resolution, I would chime in with one last post to perhaps clarify a few things.

First and foremost, I have no issue with Frank opening this thread. I’ve been a member of this board for years, and time and again I’ve seen conflicts addressed and resolved due to discussions here. I’ve also seen many collectors get restitution simply by voicing their concerns. If I have to take a little heat, even when I am trying to do the right thing, that’s just collateral damage from a resource that is very, very helpful to this community.

Back on December 14, I received a payment from a long-time customer for his auction winnings. He included a note, asking if there was any way I could expedite his shipment so it would arrive before the holidays. In my haste to get his package out, I mistakenly put Frank’s 11 T206 cards (which had been pulled for packing as well) in with this customer’s items. I learned this today, because that customer read this thread, reviewed his shipment, and realized he had the cards. He has already shipped the cards back to me and provided a tracking number, and I should be able to turn them around and ship them to Frank by the end of the week.

It is truly unfortunate that this happened, because it is my goal to satisfy every single winning bidder with every single transaction. At the same time, over the five-year history of LOTG we’ve shipped about 15,000 different lots – and as much as I’d love to say we’re batting 1.000, it’s probably more like we’re batting .995. And while it’s true there were more slip-ups when the company was younger and we were still learning the ropes, from time to time I still make a mistake. What I CAN say, unequivocally, is that when I discover a problem, I do my best to resolve it as quickly as possible.

In this case, Frank made me aware that he had not received his winnings on December 20. After checking my records and realizing his lot was pulled but never shipped, I searched the storage area and, upon realizing the cards were no longer in our possession, attempted to piece together where I had inadvertently shipped them. I asked Frank for a couple of days to get to the root of things, knowing that the cards likely were still in transit due to holiday volume slowing USPS delivery times. After taking December 23-25 off for Christmas, I returned to the office on the 26th, hoping that the cards had arrived at their mystery destination, and whoever received them would reach out. On December 28, when that hadn’t happened, I advised Frank I would issue a full refund rather than hold his money, and apologized for my sloppy work. I cut the check on the 29th, the sixth business day after learning of the problem.

There is a second point I feel is worth addressing. During the course of this thread, a few people came to my defense – or at least attempted to offer an explanation for my mistake – by commenting that my company is a “one man show.” I am thrilled to say this is actually not the case. As many of you know, this fall Jeff Prizner joined me as consignment director, becoming the second face of LOTG (Jeff has a better face than me). But Love of the Game for quite some time has had capable behind-the-scenes help as well in the shipping room, and for scanning and photography, description-writing, and finance. I am not the only guy here!

I had a very pleasant discussion with Frank this afternoon, and I am thrilled to be able to get closer to making this right for him. It was his first experience with my company, and I messed it up. To those of you who offered kind words in this thread, I’m super appreciative. But what’s most important is that each time something like this happens, I can use it as a lesson to improve the service I provide to each of you.

Now…on to the next auction. We’ve got some FANTASTIC stuff lined up, it may well be the best auction we’ve ever had. I’d much rather be talking about that!

Warm regards,
-Al

Sensational. As a buyer or seller LOTG is the kind of AH I want to work with.
Al, I still haven't checklisted everything so you'll have to hit me up again for a future auction.....In my mind you're the best in the business because you are a really fine human being. Honesty pays, and you're as straight up and down as the days are long.

[botport]

First off I did receive Al's reimbursement check today, 1/11/18.
As previously mentioned, I will not be cashing this check, only holding it until the promised lot arrives.

Also, I did speak with Al today and he let me know that he has the cards ready to ship and he was also very adamant that the Paige was NOT a Brown Old Mill. Yes, I did notice the flip prior to bidding in the auction and took a gamble that it was indeed a BOM and perhaps I had stumbled across a little score. It also appears from our conversations today that I will not be receiving the Paige OM in my upcoming shipment. At this time I would prefer to let Al give the explanation as to why.

I realize that I said that I did not want to bump this thread, but since this update contains new information I felt it would be best to submit a new post for chronological purposes.

Frank Horvath

[1952boyntoncollector]

Originally Posted by botport

First off I did receive Al's reimbursement check today, 1/11/18.
As previously mentioned, I will not be cashing this check, only holding it until the promised lot arrives.

Also, I did speak with Al today and he let me know that he has the cards ready to ship and he was also very adamant that the Paige was NOT a Brown Old Mill. Yes, I did notice the flip prior to bidding in the auction and took a gamble that it was indeed a BOM and perhaps I had stumbled across a little score. It also appears from our conversations today that I will not be receiving the Paige OM in my upcoming shipment. At this time I would prefer to let Al give the explanation as to why.

I realize that I said that I did not want to bump this thread, but since this update contains new information I felt it would be best to submit a new post for chronological purposes.

Frank Horvath

So you are getting what you paid for minus the one card....

[Stampsfan]

In case anyone cares, the cabinet guys and I have come to a resolution too. It's costing me $165 instead of $500.

[BengoughingForAwhile]

Originally Posted by Stampsfan

In case anyone cares, the cabinet guys and I have come to a resolution too. It's costing me $165 instead of $500.

I'm thinking Al sent your cabinet guys a check to make up the difference.

[JollyElm]

I don't know either one of the two, but now i love both Frank and Al. The third gentleman who ruined the Paige card? Not so much. Measure twice, cut once.

[bigfish]

Originally Posted by botport

First off I did receive Al's reimbursement check today, 1/11/18.
As previously mentioned, I will not be cashing this check, only holding it until the promised lot arrives.

Also, I did speak with Al today and he let me know that he has the cards ready to ship and he was also very adamant that the Paige was NOT a Brown Old Mill. Yes, I did notice the flip prior to bidding in the auction and took a gamble that it was indeed a BOM and perhaps I had stumbled across a little score. It also appears from our conversations today that I will not be receiving the Paige OM in my upcoming shipment. At this time I would prefer to let Al give the explanation as to why.

I realize that I said that I did not want to bump this thread, but since this update contains new information I felt it would be best to submit a new post for chronological purposes.

Frank Horvath

That’s interesting.... where did that card go?

[botn]

Originally Posted by bigfish

That’s interesting.... where did that card go?

Hopefully back to PSA to get the flip corrected but in the meantime why not a bit more mystery.

[calvindog]

Originally Posted by bigfish

That’s interesting.... where did that card go?

Why did the honest recipient of cards that were not his sell one of the cards he didn't win? And what a coincidence that it was the one card that had a possibly erroneous flip which, on its face, was worth multiples of what the OP paid for it. Forgive me if these questions have been answered above; I just can't bear to read all of this.

[bigfish]

Originally Posted by calvindog

Why did the honest recipient of cards that were not his sell one of the cards he didn't win? And what a coincidence that it was the one card that had a possibly erroneous flip which, on its face, was worth multiples of what the OP paid for it. Forgive me if these questions have been answered above; I just can't bear to read all of this.

This whole thing is a clusterfuck. I have great respect for the OP.

I enjoy the truth playing out. Jeff, you’re still on retainer.

[vintagetoppsguy]

Originally Posted by botport

First off I did receive Al's reimbursement check today, 1/11/18.

Was it postmarked the date it was claimed to be mailed (the 29th I believe)?

Originally Posted by botport

It also appears from our conversations today that I will not be receiving the Paige OM in my upcoming shipment. At this time I would prefer to let Al give the explanation as to why.

Well, Al, you're online right now. How about the explanation?

[Al C.risafulli]

Well, Al, you're online right now. How about the explanation?

Yep, it's coming. Hang tight.

-Al

[the-illini]

Originally Posted by Al C.risafulli

Yep, it's coming. Hang tight.

-Al

Hurry up Al; I demand an explanation for an issue that has nothing to do with me.

[vintagetoppsguy]

Originally Posted by the-illini

Hurry up Al; I demand an explanation for an issue that has nothing to do with me.

Don't be a jerk. As auction bidders, it affects us all. I think there is a lot more to the story here than is being told.

The cards sure arrived back to Al awful quickly if the recipient only mailed them on Tuesday. That's some quick shipping. It takes a check 13 days to get from Al to the OP, but only takes less than 2 days for the cards to get from the recipient back to Al.

I also think Al knew in advance that the Brown OM wouldn't be returned and that's why he told the OP to keep the check.

[orly57]

Originally Posted by the-illini

Hurry up Al; I demand an explanation for an issue that has nothing to do with me.

Al, apparently there's nothing to explain. Your loyal friends and followers will support you no matter what man. Don't waste your time explaining why this guy's cards were lost, and then found, and then one went missing. Don't get into the coincidence that the one that went missing just happened to be labeled Brown Old Mill. There is no need. Please don't mention how long you've known about this missing card or why you failed to mention it in your rather lengthy post about finding the cards. Guys are going to believe what they are going to believe no matter what.