Absolutely Horrible Experience With MLB.com AUCTIONS

[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

[frikativ54]

I was asked for some pictures of the lineup card. Unfortunately for those interested in seeing the damage, it does not show up nearly as well in these scans as it does in person. Note: This lineup card is going to remain in my possession - I like it even though MLB.com didn't package it well. But here goes:



Banged Up Envelope - Bent On All Four Corners



Lineup Card With the Bad Top Corners



Close-Up Upper Left Corner



Close-Up Upper Right Corner

The bottom two corners are dinged, but not nearly as bad as the top two corners. The cardboard that was supposed to protect the lineup card was a full two inches shorter than the lineup card itself.

[Dewey2007]

I bet if you framed it it would look much better. Then the dinged corners wouldn't stand out as much. I would still contact MLB.com Auctions if I were you to voice your displeasure with the whole matter. Who knows maybe they will throw a gift certificate or something your way.

Hopefully everyone's Mother's Day bats make it through the shipping process w/o any issues.

[frikativ54]

My letter to MLB.com Auctions:


I was very disappointed to receive my Authentic MLB.com Auctions game-used lineup card in the mail today. The lineup card measures at 16 inches tall, whereas the protective cardboard was only 14 inches tall. Since the lineup card was not completely covered, all four corners were bent in shipment. Of those, two were severely bent.

Upon my receipt of this item, I talked to others I knew who collected lineup cards. Three separate people have told me that they bought lineup cards from MLB.com Auctions that were also bent in shipment. To this I have a question: how much would it cost you to put the lineup cards in a protective sleeve like they are displayed in many an MLB stadium?

I know your workers only view this as their job, but for people like me, $150 is a lot of money, and these lineup cards are a treasured part of MLB History. The lineup card that I bought was used in my favorite baseball player's 2,000th hit game, which for us baseball fans, is a not insignificant milestone. With the damage to my lineup card, it has ruined the enjoyment value of an otherwise-treasured item. What can you do to resolve this situation?

Here are two solutions:

1) Please put all future lineup cards in protective sleeves so they are not damaged in transit.

2) Please give me at least a partial refund on my investment. I never would have paid $150 for a damaged lineup card.

Please note that I won't accept any resolution that requires me to ship the item back. I will be searching for ways to display the lineup card that minimize the visibility of the damage. I still want to enjoy this unique - albeit tarnished - piece of history.

You owe it to your own self-respect and that of your customers to provide a better experience for everyone, so that you may continue to be a leader in the game-used memorabilia industry.
Thanks for your time.

Sincerely,




L.A. "Frik" Zukor

A Disappointed Customer

[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.

[platinum1]

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.

Yes your right I would contact the Astos about this problem. They might be able to help you out better