Memory Lane policies

[Runscott]

Just thought I'd let the board know, since it's not in their stated policies:

If Memory Lane misrepresents an item (sells you a piece of crap that is not what was described in the auction), the customer eats the return postage.

It cost me $26.05 to look at a group of hacked-up Spalding Guides, plus the aggravation. That was my second experience with Memory Lanes, and definitely my last. What was really puzzling and irritating was that on the initial phone call, without my prompting, their rep told me NOT to worry about shipping - just tell them what it was and they would cover it.

After shipping, I gave them my cost and they did NOT cover it. Then when I asked about it, they asked me if a $27 credit was okay. I said 'no' - send a check. I was then told that it is not their policy to pay return shipping and that I could get the credit. If this didn't work for me, the employee who made the mistake would write a personal check at his expense. That was about the oddest, most unprofessional statement I've ever heard from an auction house, but it will certainly be the last from this one.

[ullmandds]

That sucks! So Scott...no more walks down memory lane for you?!?!

Amazing how some businesses will throw away customers over such little things...the ultimate loss to them is so much greater!

[botn]

Originally Posted by Runscott

It cost me $26.05 to look at a group of hacked-up Spalding Guides, plus the aggravation.

Sorry to hear that Scott. To be expected and it could have been much worse http://www.ftc.gov/opa/2003/05/jpcohen.shtm.

[Wite3]

This surprises me so much...with Memory Lane's previous customer service policies and practices, I would think that they would have then billed you for the phone calls, a restocking fee, a relisting fee, and a handling fee. Then decided to block you from future auctions while adding your name twice to their mailing lists to make sure you get both catalogs, sales calls, and email. I am shocked that they did not call you names and threaten to sue. Their customer service reps must have had an off day with you.

[oldjudge]

Scott--after hearing that, if Memory Lane is reading this thread, please remove me from your mailing list.

Jay Miller

[Exhibitman]

Originally Posted by botn

Sorry to hear that Scott. To be expected and it could have been much worse http://www.ftc.gov/opa/2003/05/jpcohen.shtm.

Lay down with dogs...

[conor912]

There are too many AHs out there anyways. Thanks for helping me cross one more off my list to do business with.

[Runscott]

Edited: Responding to an email I sent today, ML is taking care of this and mailing me a check. Apparently my item qualifies for payment of shipping - employee mistake.

I'm in the mood for good news, so I will choose to believe this.

[Mrc32]

I'm sure it had nothing to do with the fact they were getting outed on a public forum of their clients.

[joeadcock]

Originally Posted by Runscott

... If this didn't work for me, the employee who made the mistake would write a personal check at his expense. That was about the oddest, most unprofessional statement I've ever heard from an auction house, but it will certainly be the last from this one.

Scott

I find that statement a little hard to swallow. That is what you were told? I have many employees and cannot imagine saying such a thing to a customer/patient, etc. It undermines credibility with employees and also undermines your credibility with a customer, etc.

I guess it is possible if this what is understood with an employee when they are hired or a new policy goes into effect. As long as agreed to.

[Runscott]

It was weird, but everything I related is accurate. It went from a perfect response, to a really poor response. But it has been rectified completely.

I'm posting once again in this thread because they took care of things and I thought I should publicly acknowledge that. I received an email from JP with apologies and an affirmation that what I originally understood to be their policy was accurate. I'm still in Colorado, but my girlfriend told me that a check arrived for shipping, plus a gift with apologies.

Mistakes happen. Honestly, I have never had an auction house leave me feeling like I had been screwed. There have been a couple that left a really bad taste in my mouth due to the way they handled myself and others, but even those eventually cleaned up their acts and I can't really think of a single auction house that I wouldn't deal with.

[Jlighter]

Originally Posted by Runscott

I can't really think of a single auction house that I wouldn't deal with.

I'll alert Coach's Corner they have a new customer.