Absolutely Horrible Experience With MLB.com AUCTIONS

[frikativ54]

So I have my Dad pick up my packages from MLB.com auctions at DHL this evening. I ordered a lineup card and four baseballs. Luckily, the baseballs came fine. I would have wished that they had put the baseballs in cases, but they were wrapped nicely nonetheless.

But I am absolutely incensed by their wrapping job on my lineup card. They didn't even put it in a soft sleeve to protect the corners. And the two pieces of cardboard they surrounded it with didn't even fit the whole lineup card. All four of the corners were bent (the top two very badly), and I don't pay $150 to have a damaged lineup card.

What do I do? I want the lineup card, but it looks disgraceful. It would have cost them $1.00 to put it in a soft-sleeve so it wasn't damaged. Now I am out the money and I don't have a display-worthy lineup card. I will think twice before I buy from MLB.com Auctions in the future.

[tigerdale]

I've had the same thing happen, the sad part is the people packaging the items don't see the item as we see it...to us its a treasure, to them just a job.

[frikativ54]

I've had the same thing happen, the sad part is the people packaging the items don't see the item as we see it...to us its a treasure, to them just a job.

What did you do? It's a lineup card from Jeff Bagwell's 2,000th career hit, and I don't want to return the lineup card. Do you know if there's a way that I can recuperate my money, or at least some of it?

[chakes89]

You should try contacting their customer service department to see if you can get some sort of coupon or discount for use on any item in the future.

[Dewey2007]

I would not let this slide by talking to any old person in customer service. They will probably just tell you that they are sorry and there is nothing they can do, etc. I would request to speak with a manager or supervisor. If you feel strongly enough about this you need to let them know the poor job they did in shipping your item and how it got damaged. Who knows you might just get some of your money back. You never know unless you try.

Is there any small print in MLB.com auctions that says they are not responsible for items damaged in shipping? I would check that out first though.

[kellsox]

Saw this on a description for a line-up card. Looks like you either have to keep it or possibly send it back for a refund:

Conditions of Sale top Items are sold in "as-is" condition. Due to the unique nature of each item, all sales are final. It is up to the discretion of MLB.com whether or not a return request will be accepted. In rare cases of shipping damages, please contact MLB.com Customer Service within 48 hours of delivery for return instructions.

While it sounds like this is a shipping issue, line-up cards are hung in dugouts and I have some with tack holes/tape marks and soft corners. I've seen others with tears/creases.
K

[loumud]

You should try contacting their customer service department to see if you can get some sort of coupon or discount for use on any item in the future.

Frik,

I agree 100% here. First off, I would come to expect that MLB won't do anything to refund or exchange your item, but they might give you some sort of credit or discount towards future purchases. In this situation , hearing what others have said about the responsiveness of MLB reps in the past, you might want to take this towards the top, like a senior marketing VP or someone along those lines. A lot of times the customer service reps towards the lower end of the food chain are doing whatever they can to try and neutralize the situation, and a lot of times that means simply ignoring the problem in hopes of it going away. But, some of the more senior executives might take a more serious look at your compaint. You can try e-mailing, but in this case I think it warrants the age-old art of writing a stern hand-written letter about your experience and maybe including some digital photos of the damage to your item.

I hate to say it, but even though there may not be a happy ending to your situation, it might be the one that will help MLB re-think how they handle their auctions and ship items out to cutsomers. I would also think that you're not the first one to complain about their shipping practices either. In any case, you certainly have nothing to lose by vocalizing your displeasure with the auction, and, again, I would take this to the top. Not necessarily to Bud Selig, but look around and see who might be overseeing the auctions. And, better yet, try and find out who they report to...

[markfd]

One thing that should be remembered here is that MLB Auctions sells items for a lot of different folks, there is not this giant warehouse that they ship everything out of. Teams sell directly on this site, charities on behalf of the team sell on this site, and companies licensed to sell by MLB sell directly on the website, it is rare in my experience that MLB is the actual "seller" for these items, often they are facilitators for the auction to happen.

Complaining that MLB is not helpful or responsive or has sent you damaged goods is akin to complaining to eBay about them shipping an item to you when in reality the seller on eBay's platform has shipped the item to you. Both MLB and eBay can only do so much.

For example the items I have purchased on MLB recently come from directly from the Mets, Locker Room Memorabilia, MLB Advanced Media, Steiner, and All Star Lineup. My point is that NONE of those items came from an MLB warehouse they were simply sold on MLB.com.

[dcgreg25]

I had a similar bad experience with MLB. The problem is that there is no customer service phone number and the people who handle the emails are terrible. I ended up disputing the charge and returning the item. Its a shame because the quality of the items is good and you can't beat the authenticity.

You may be stuck unless you want to return the item. I would suggest calling your credit card company. They are probably your best bet. Unfortunately you will probably have to send it back for them to help.

[frikativ54]

You may be stuck unless you want to return the item. I would suggest calling your credit card company. They are probably your best bet. Unfortunately you will probably have to send it back for them to help.

The problem is that I don't want to return the item. It all could have been avoided if it were merely put into a soft-sleeve. Do you think requesting a partial refund might get me somewhere.