Goldin Auctions - thanks for fast resolution to issue

[raulus]

As some of you have probably noticed, this was my first post on the forum. And I suppose that I made a bit of an entrance. While I have often come to the forum as a resource to get intel on various obscure regional issues and understand viewpoints of my fellow collectors, I have not previously posted myself. So as an obvious and self-confessed n00b, if I have broken any unwritten rules of the forum, I sincerely apologize to the group.

But that preamble aside, some updates, and final resolution to these adventures:

Yesterday afternoon, the good folks at Goldin emailed over the shipping label, and I packed everything up and dropped it off at UPS. UPS delivered the items to Goldin this morning, and within a few hours, I received a notification that I had received a refund from Goldin. Checking my credit card account, it appears that the refund is pending, which is great news all around. From start to finish, about 42 hours total between my original contact with Goldin to report a problem, and the ultimate resolution. And in all honesty, that's pretty blinding fast. Mischief managed! And bravo to Goldin for making it happen.

In related news, some of you have criticized me for my eagerness to post on this subject. And your criticisms are not without merit. I will confess that my primary concerns were whether Goldin was really taking me seriously. When I first called Goldin to discuss the matter, the representative on the phone responded to me in a somewhat nonchalant and even somewhat suspicious fashion, and proceeded to inform me that his colleagues would be handling the matter, and that they would open an investigation. There was no indication about what that would look like, no indication about who would be calling me, when it would happen, no confirmation code to identify that an actual refund request had been filed. Nothing to suggest that anything was really happening.

As a result, I didn't sense any real desire, focus, determination, or willingness to take care of the situation. It could just be that the representative in question was a low-level employee with not much more to say, and it could just be that's part of their training when someone calls to report that their auction items are fake. But I certainly had some very real concerns about ending up getting ignored. Was I too quick to jump to these paranoid conclusions? Possibly, and in hindsight, given how quickly the issue has been resolved, certainly you may conclude that I was indeed excessively paranoid. Although we will never know what would have transpired in an alternate universe where I decided not to post on the forum. And for those of you who report that you would have waited to post on the forum, I guess we will expect that you do precisely that when you find yourself in a similar situation.

Finally, I have revised the wording of the original post to adjust the title. Some of you have suggested that such a change is appropriate. I can also report that Ken Goldin himself emailed me directly to request just such a change yesterday afternoon. At the time, I responded to Mr. Goldin that I would be happy to revise the title at the appropriate time, once the issue had been completely resolved. Certainly I expected that this was merely a matter of timing, and even very brief timing at that, and should be a small inconvenience to the Goldin Auctions organization, particularly since they would no doubt be resolving the issue promptly. And if I may be so bold to suggest it, if you don't want the collector world to know that you sell clear and obvious fakes through your auction house, then the obvious strategy is to not sell clear and obvious fakes through your auction house.

This morning, Mr. Goldin responded by email to accuse me of treating him harshly, to report that the majority of the forum agrees with him (based on his words, "in spite of being typically non forgiving and hard boiled"), and proceeded to tell me that he had looked me up online and knows all about where I work, to remind me that his organization is a multibillion dollar company, and requesting that I make the change right now. I must confess that I continue to be somewhat confused that Mr. Goldin felt the need to send this message to me, particularly because we were just hours away from final resolution, all of which was within his control. Certainly his reference to having looked me up online and knowing all about where I work was a bit unsettling, and did not improve my opinion of Mr. Goldin or his organization.

In what appears to be a rather gigantic coincidence, right about the time that Mr. Goldin made his initial request to me personally, some posters here also voiced exactly the same opinion on this forum, in some cases using very similar language to the email that I received from Mr. Goldin.

While it's certainly entirely possible that some of you are very sensitive to the reputation of Goldin Auctions, and have such a strong affinity with the brand and organization that you jealously guard and protect its reputation, I do wonder that such requests should be made at virtually the same time and in virtually the same fashion. I'm not saying that those posters universally consist of friends, family and employees of Goldin Auctions, but I was certainly intrigued by the similarities in timing, wording, and nature of these requests.

Final thoughts: I'm absolutely happy and even very pleased that Goldin took care of me, and give Goldin great credit for doing so in such a quick fashion. I could have done without some of the direct pressure and what seemed to me like veiled threats in response to what should have been a relatively reasonable approach (at least from my perspective). I realize that part of the fun in this forum is us beating each other up, and that comes with the territory, so thank you for the friendly induction yesterday. Based on some of the treatment I have received from Mr. Goldin personally, I will admit to not being particularly sure about how I will approach future auctions from this organization, but I'm confident that many of you will continue to be loyal customers, because in spite of occasional mistakes like this, they seem to get a lot of things right.

[perezfan]

I would bet your post helped to expedite the refund process. I had an issue with a more expensive piece that was not resolved as easily. I did not post the issue here, and was somewhat satisfied (but by no means overjoyed) by the result. I’m glad you got full resolution and that Goldin made it right.

[Peter_Spaeth]

From what I can see the OP was accurate and not at all malicious, he just posted in the hope that he would get a more concrete response than "we'll look into it." I don't see that he did anything wrong, why is there some obligation to tip-toe around auction houses? If it was any other business people would not be writing you should have pursued it privately.

[conor912]

….but look at dem cards dat he holdin’!

[Fballguy]

Originally Posted by Peter_Spaeth

From what I can see the OP was accurate and not at all malicious, he just posted in the hope that he would get a more concrete response than "we'll look into it." I don't see that he did anything wrong, why is there some obligation to tip-toe around auction houses? If it was any other business people would not be writing you should have pursued it privately.

Amen...They're supposed to be experts.

Lucky draw that their one picture of backs didn't show any with HP or Kodak?

[Mark17]

Originally Posted by raulus

This morning, Mr. Goldin responded by email to accuse me of treating him harshly, to report that the majority of the forum agrees with him (based on his words, "in spite of being typically non forgiving and hard boiled"), and proceeded to tell me that he had looked me up online and knows all about where I work, to remind me that his organization is a multibillion dollar company, and requesting that I make the change right now.

Wow. A guy bids in his auction, receives obvious fakes, and then gets this?

Classy.

[Peter_Spaeth]

The new Bagger's Auction has a few Robert Goulds.

[brianp-beme]

Originally Posted by Peter_Spaeth

The new Bagger's Auction has a few Robert Goulds.

I am guessing not a single Kodak backing will be present at this auction.

Brian

[Shoeless Moe]

I will first say I do not know Ken or anyone at Goldin Auctions personally. He has not contacted me. I am Switzerland, as neutral as they get, what makes me a fine umpire. Call 'em as I see 'em.

I am however, like the 2004 Red Sox, a self proclaimed idiot. Actually, others proclaim that as well.

I have consigned and purchased from the following auction houses:

Goldin
REA
Heritage
Hunt
Love of the Game
Lelands
SCP
Memory Lane
MEARS
Huggins & Scott

I repeat I have consigned & purchased from all of those. Not sure how many others can say that and I know no one personally at any of these auction houses.

They have all made mistakes in listings, in shipping charges and/or had their Sites crash during bidding, shit happens. I have seen several other auction houses crash and burn, Legendary, Crazy Uncle, 2 others I'm drawing a blank that were being investigated for something not good as well are through.

The bad ones, whether by karma or what have you, are gone. Thank God!

The ones above I first mentioned are still in business because they handle their errors well. I will still consign to any of them and I will still buy from any of them.

Goldin is one THEE best!!!! Best selection, Best results, Best customer service!

I will get nothing for saying this, don't want anything for saying this. I call 'em like I see 'em.

[Mark17]

Originally Posted by Shoeless Moe

Goldin is one THEE best!!!! Best selection, Best results, Best customer service!

I will get nothing for saying this, don't want anything for saying this. I call 'em like I see 'em.

Out of curiosity, have you ever received an email informing you that they've looked up where you work?

[SyrNy1960]

Originally Posted by Mark17

Out of curiosity, have you ever received an email informing you that they've looked up where you work?

Without question, a direct email like that from the owner of any auction house or business deserves an immediate apology. Look, we all get frustrated at times, but this crosses a serious line.

[Carter08]

Originally Posted by Mark17

Wow. A guy bids in his auction, receives obvious fakes, and then gets this?

Classy.

Post the whole email? Interesting.

[raulus]

Originally Posted by Carter08

Post the whole email? Interesting.

You may interpret Mr. Goldin's email differently than I did, particularly because there wasn't much context to explain what he meant by his comments about looking me up. I will note that in the context of his repeated request to revise the title of the posting, it was particularly unclear to me why such a revelation (that he had checked me out) should be relevant to the urgent need to revise the posting immediately, rather than waiting for final resolution of the matter.

It may well be that there is an innocent explanation for his revelation of having looked me up, which is in no way sinister or menacing. Certainly at the time, based on the context and situation, I interpreted his comment as being a deliberate attempt to frighten me. If I misinterpreted his statement, then such misinterpretation is on me.

In any event, here's the full string, with the only edits being to redact contact information for the two parties involved (additionally, times shown on emails coming to me are pacific, since I'm out west, and eastern for emails received by Mr. Goldin):

On May 11, 2022, at 4:51 AM, Ken Goldin wrote:
To be honest
I think this is very harsh and it seems the majority of the forum, which is typically non forgiving and hard boiled agrees.
Once again, I would appreciate if you would edit the title Now. I took the opportunity to look at your website and see you are a an accountant and a tax professional. I’m sure you’re also realize that we are part of Collectors Holdings and a multibillion dollar company. We are not about to make commitments publicly and not honor of them were truly appreciate you changing this right now thank you
Sent from my iPad

On May 10, 2022, at 5:43 PM, Nicolo wrote:

Hi Ken:

You’ve been gracious towards me so far, in spite of my whining and petulance, and I thank you for being generous towards me in extending that grace.

You are also absolutely correct that you are the inspiration that finally got me off of the sidelines and into the posting game on the forum. So thank you for motivating me!

I’m happy to update the title of the thread as you suggested below. However, if I may be so bold, I would prefer to wait until we have reached a final resolution here. While I certainly trust and expect that you and your organization keep your word and are entirely trustworthy, I would prefer to wait to make this change until we get to the finish line. We’re certainly making good progress, and I’m confident that everything will resolved to everyone’s satisfaction soon enough, but in the meantime, if a little egregious internet clickbait keeps us all focused on getting to the finish line, then so much the better.

With any luck, we’re talking about days to get there, and not weeks or months, so I’m hopeful that the wait will be bearable in the interim.

Nicolo

From: Ken Goldin
Sent: Tuesday, May 10, 2022 1:59 PM
To: Nicolo
Subject: Re: Return for refund


Can you do me a favor

https://www.net54baseball.com/showthread.php?t=319449

This title it a magnet for bad comments and will live on internet forever
Can you change the title of the thread from ‘goldin auctions apparently fakes are ok’
To ‘goldin auctions thanks for fast resolution to issue’
Would appreciate it ‘’ken goldin

In Hey so you’re not familiar how to do so I see this was your first ever post so I’m guessing you are not
‘Edit post’ on your original post in thread
‘Go advanced’ after that
Then you will see the title in a box just change the title there thank you
Sent from my iPad

On May 10, 2022, at 12:24 PM, Ken Goldin wrote:
Sorry for the obvious error on the Gould set
Someone obviously did not do their job and check before it was posted
My office will provide you a return label and issue a refund when received
We are sorry for you inconvenience
We will also be crediting your account $250 for future purchases for the error
Thank you
Ken goldin

Sent from my iPad

[kengoldin]

Nicolo
As I have said in the first email to you , I am sorry and embarrassed this occurred. We have 100 employees now, as opposed to the 17 in jan 2021 when I agreed to the Chernin deal, and there is still a great learning curve for many of them which will happen and improve. The CEO has put procedures in place that I hope prevent anything like this from happening again.

And as stated in the email thread to you with your thankfully posted the entire thread now so everyone can read it and get the right context, my point in stating collectors holdings is a $4 billion company was exactly what the next line stated. I took the opportunity to look at your website and see you are a an accountant and a tax professional. I’m sure you’re also realize that we are part of Collectors Holdings and a multibillion dollar company, we are not about to make commitments publicly and not honor them. would truly appreciate you changing this right now
‘Sent from my iPad’
I use Siri a lot as you can see from my iPad, and sometimes Exact word for word I hope to come out does not come out perfectly if this caused you any confusion as to my intent that is unfortunate. I would think most reasonable people reading these two sentences above would see my reason for pointing out the size of my business was to emphasize the fact that we are not about to tell you that we are giving you a refund and not issue it! As you noted the refund came to you within minutes/hours of us receiving the return.
I see you have left open the possibility that you misinterpreted my email and I think anybody reading this slowly and carefully from bottom to top as well as hopefully you re-reading it can see what my true intent was and always has been. I look forward to better and happier days for you as a customer of Goldin and we will do our best to earn your business.

Finally, as far as my comment I went to your website, “I see you are a professional ..we are a multi billion $ company and not about to make a public commitment and not honor it”
I think we addressed this in another email we did exchange that you did not post, but I will below so everyone sees the full context
——————

From: Nicolo Pinoli
Sent: Wednesday, May 11, 2022 6:56 AM
To: Ken Goldin
Subject: Re: Return for refund

Thanks for clarifying.

Sent from my iPhone


On May 11, 2022, at 6:47 AM, Ken Goldin wrote:

 Completely inaccurate and I have zero clue how you are reading that into my email?
I see you are a professional and a businessman, and I am asking for some professional courtesy.
Your choice if you do not wish to give it.


Sent from my iPad


On May 11, 2022, at 9:45 AM, Nicolo Pinoli wrote:

 Ken:

It almost sounds like you are threatening my business? Is my inference accurate?

Sent from my iPhone

‘_—————————-

Originally Posted by raulus

You may interpret Mr. Goldin's email differently than I did, particularly because there wasn't much context to explain what he meant by his comments about looking me up. I will note that in the context of his repeated request to revise the title of the posting, it was particularly unclear to me why such a revelation (that he had checked me out) should be relevant to the urgent need to revise the posting immediately, rather than waiting for final resolution of the matter.

It may well be that there is an innocent explanation for his revelation of having looked me up, which is in no way sinister or menacing. Certainly at the time, based on the context and situation, I interpreted his comment as being a deliberate attempt to frighten me. If I misinterpreted his statement, then such misinterpretation is on me.

In any event, here's the full string, with the only edits being to redact contact information for the two parties involved (additionally, times shown on emails coming to me are pacific, since I'm out west, and eastern for emails received by Mr. Goldin):

On May 11, 2022, at 4:51 AM, Ken Goldin wrote:
To be honest
I think this is very harsh and it seems the majority of the forum, which is typically non forgiving and hard boiled agrees.
Once again, I would appreciate if you would edit the title Now. I took the opportunity to look at your website and see you are a an accountant and a tax professional. I’m sure you’re also realize that we are part of Collectors Holdings and a multibillion dollar company. We are not about to make commitments publicly and not honor of them were truly appreciate you changing this right now thank you
Sent from my iPad

On May 10, 2022, at 5:43 PM, Nicolo wrote:

Hi Ken:

You’ve been gracious towards me so far, in spite of my whining and petulance, and I thank you for being generous towards me in extending that grace.

You are also absolutely correct that you are the inspiration that finally got me off of the sidelines and into the posting game on the forum. So thank you for motivating me!

I’m happy to update the title of the thread as you suggested below. However, if I may be so bold, I would prefer to wait until we have reached a final resolution here. While I certainly trust and expect that you and your organization keep your word and are entirely trustworthy, I would prefer to wait to make this change until we get to the finish line. We’re certainly making good progress, and I’m confident that everything will resolved to everyone’s satisfaction soon enough, but in the meantime, if a little egregious internet clickbait keeps us all focused on getting to the finish line, then so much the better.

With any luck, we’re talking about days to get there, and not weeks or months, so I’m hopeful that the wait will be bearable in the interim.

Nicolo

From: Ken Goldin
Sent: Tuesday, May 10, 2022 1:59 PM
To: Nicolo
Subject: Re: Return for refund


Can you do me a favor

https://www.net54baseball.com/showthread.php?t=319449

This title it a magnet for bad comments and will live on internet forever
Can you change the title of the thread from ‘goldin auctions apparently fakes are ok’
To ‘goldin auctions thanks for fast resolution to issue’
Would appreciate it ‘’ken goldin

In Hey so you’re not familiar how to do so I see this was your first ever post so I’m guessing you are not
‘Edit post’ on your original post in thread
‘Go advanced’ after that
Then you will see the title in a box just change the title there thank you
Sent from my iPad

On May 10, 2022, at 12:24 PM, Ken Goldin wrote:
Sorry for the obvious error on the Gould set
Someone obviously did not do their job and check before it was posted
My office will provide you a return label and issue a refund when received
We are sorry for you inconvenience
We will also be crediting your account $250 for future purchases for the error
Thank you
Ken goldin

Sent from my iPad

[raulus]

Assuming everyone is satisfied, and has had sufficient opportunity to consider the meaning of these events, I propose that we move along.

These aren’t the droids you’re looking for!

[Peter_Spaeth]

Originally Posted by raulus

Assuming everyone is satisfied, and has had sufficient opportunity to consider the meaning of these events, I propose that we move along.

These aren’t the droids you’re looking for!

This is Net 54, that rarely happens here.

[chjh]

"Nicolo
As I have said in the first email to you , I am sorry this occurred and embarrassed by the staff at goldin who handled this. Unfortunately we have 100 employees now, as opposed to the 17 in jan 2021 when I agreed to the Chernin deal, and there is still a great learning curve for many of them."

Interesting.

[huekelsb]

Has anybody had an issue with just receiving COA's from Goldin? I bought an auction the first week of January and am still waiting for the COA. They said they haven't gotten them yet. It seems really odd and really fishy to me. The first time I asked about it they told me Cal Ripken Jr takes a while to get COA's back, but this has nothing to do with Cal. I responded and he just said "whoops I was looking at the wrong one, we're still waiting on these too". How can they not provide a COA after almost two months? Seems ridiculous to me.