Author Topic: Heritage Auctions - My Issue & Their Customer Service  (Read 5213 times)

Online skyjackers

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Heritage Auctions - My Issue & Their Customer Service
« on: June 18, 2018, 09:08:54 AM »
After winning my first auction with Heritage I'm really beginning to wish I hadn't.

Although I've had my account for quite a few years, I've only just started to bid on items. After winning my first auction I went to check out and noticed my address was 4 years out of date. I followed their procedure to change my details so I can update my address on my profile as per their website.

Apparently they are finding this an impossible task. I've provided screen shots of CC and Paypal information to show my new Address but they are still unable to change the address on my profile.

Today I get an email charging me interest because I haven't paid my invoice!

I'd love to pay my invoice but the problem is I can't pay my invoice until they work out how to change my address!?!

No matter how many times I explain the situation they just don't seem to understand.

I have to say I'm really unimpressed if this is the customer service you get from a 'Major' auction house.
« Last Edit: June 20, 2018, 12:56:55 PM by erik1925 »

Offline erik1925

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #1 on: June 18, 2018, 11:38:24 AM »
Your post reminded me to at least go and check out my information, (credit card expiration/update) and my personal info, since it had also been a while since I'd done that.

Just now, I went onto my account page, and was able to quickly update both my credit card info and some address information on my main account page, with a couple clicks.

After making the changes on each page, I hit the "Submit" button, using my HA password as the credential to verify my info with.

I also immediately got 2 auto-generated emails from HA, informing me of the successful changes made to my account.

So, it's very weird that you seem to be having such an issue with this. Hope you get it sorted out.

« Last Edit: June 20, 2018, 12:57:14 PM by erik1925 »


-Jeff

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #2 on: June 18, 2018, 12:05:35 PM »
I think it’s because I’ve never purchased from there before. I think you have to have 3 shipments sent to you profile address before you can change it yourself.

There is a link to ask them to change it for you, which I did as soon as I realised my details were incorrect. I submitted proof of my current address as requested.

They have updated the shipping address on my invoice but because the details are incorrect on my profile, PayPal picks up the incorrect shipping details because it gets them from my Heritage profile.

No one at Heritage seems to understand this? Is it really that complicated? I’m starting to lose my mind with the amount of times I’ve explained this to them.
« Last Edit: June 20, 2018, 12:57:29 PM by erik1925 »

Offline erik1925

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #3 on: June 18, 2018, 12:07:35 PM »
Have you tried calling them? What did they say?

Or have all of your communications been thru their site/emailing?

I'd be frustrated, too, if the site was not permitting me to make the needed changes (for whatever reason). At that point, I'd be on the phone speaking with a real person, to help get it figured out.
« Last Edit: June 20, 2018, 12:57:43 PM by erik1925 »


-Jeff

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #4 on: June 18, 2018, 12:42:54 PM »
I haven’t called because I’m in the UK and it’s just easier (or not) via email.

I appreciate they are a big organisation and have many queries a day, but I’ve had to repeat myself endlessly to different people and none seem to understand the querie. I just get back the same reply, regardless of what I write.

At one point I figured I must be talking an automated email service.

I appreciate your input though, so thanks  :)
« Last Edit: June 20, 2018, 12:57:55 PM by erik1925 »

Offline erik1925

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #5 on: June 18, 2018, 12:51:14 PM »
A call would be much more effective than relying on email at this point, methinks.  :)

But good luck!

And keep us posted as to how it all works out.
« Last Edit: June 20, 2018, 12:58:08 PM by erik1925 »


-Jeff

Offline Crazy Vick

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #6 on: June 18, 2018, 11:05:02 PM »
Maybe between their daily adverts bruce or grey will take the time to check in and offer assistance
« Last Edit: June 20, 2018, 12:58:18 PM by erik1925 »

Offline Simes

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #7 on: June 19, 2018, 04:26:12 AM »
I haven’t called because I’m in the UK and it’s just easier (or not) via email.

I appreciate they are a big organisation and have many queries a day, but I’ve had to repeat myself endlessly to different people and none seem to understand the querie. I just get back the same reply, regardless of what I write.

At one point I figured I must be talking an automated email service.

I appreciate your input though, so thanks  :)

I would suggest biting the bullet and call.

I have in the past and have spoken to Grey.  And as soon as you get through, stuff gets (or has got) sorted.

« Last Edit: June 20, 2018, 12:58:29 PM by erik1925 »

Online Starling

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #8 on: June 19, 2018, 01:20:02 PM »
I've always had good luck with emailing Grey directly.  He is always prompt with his answers.

Brian
« Last Edit: June 20, 2018, 12:58:39 PM by erik1925 »

Online skyjackers

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #9 on: June 19, 2018, 02:03:08 PM »
I've now been told that they can't change the address on my profile and it's because my details are wrong on Paypal.

What's strange is that the wrong address isn't on my Paypal account and Paypal tells me I need to get Heritage to change my details.

I seem to be stuck in a loop!

« Last Edit: June 20, 2018, 12:58:55 PM by erik1925 »

Offline erik1925

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #10 on: June 19, 2018, 02:10:13 PM »
Or you can get Grey's email right from his profile, since he opted to allow members to see it.

http://www.allposterforum.com/index.php?action=profile;u=3166
« Last Edit: June 20, 2018, 12:59:16 PM by erik1925 »


-Jeff

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #11 on: June 19, 2018, 02:26:51 PM »
Thanks guys, I actually found it on Heritage's site. I've contacted him so we'll see how it goes. I've been after these posters for 20 years but I'm almost at the point of giving it up!?!
« Last Edit: June 20, 2018, 12:59:29 PM by erik1925 »

Online Tob

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #12 on: June 19, 2018, 03:59:07 PM »
I’d offer to be a proxy for you to send payment, but my account address would also be out of date due to infrequent activity, so I’d just join you in address update purgatory!

Good luck! Looking forward to seeing the posters if you decide to share photos!
« Last Edit: June 20, 2018, 12:59:41 PM by erik1925 »

Online skyjackers

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #13 on: June 20, 2018, 10:27:45 AM »
Thanks Tob!

Finally some good news! After emailing Grey yesterday I checked my account and the details are now updated  ;D

I haven’t heard back from them regarding waiving the late fees but have decided to pay just to get things moving.

Thanks Brian for the email advice, seems to have done the trick!

« Last Edit: June 20, 2018, 01:00:01 PM by erik1925 »

Online skyjackers

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Happy resolution!
« Reply #14 on: June 20, 2018, 12:41:29 PM »
After managing to pay for my invoice I've had an email from Heritage saying that they will send my posters and waive the shipping fee.

I have to say this is a very generous gesture on their behalf. Not asked for or expected, but very much appreciated. Many thanks Heritage!

Online Tob

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #15 on: June 20, 2018, 12:48:03 PM »
Good stuff! I like a happy ending!
« Last Edit: June 20, 2018, 01:00:19 PM by erik1925 »

Online Starling

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #16 on: June 20, 2018, 12:51:12 PM »
Glad to help!  And happy that you got some posters you have been chasing for awhile bed1 bed1
« Last Edit: June 20, 2018, 01:00:31 PM by erik1925 »

Online skyjackers

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Sorted!
« Reply #17 on: June 20, 2018, 01:02:04 PM »
Good stuff! I like a happy ending!

Thanks Tob, let's hope Parcel Force don't mess it up!

Offline erik1925

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #18 on: June 20, 2018, 01:03:37 PM »
Fantastic!! clap clap

HA wants their customers to be happy.


-Jeff

Online skyjackers

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #19 on: June 20, 2018, 01:04:32 PM »
Glad to help!  And happy that you got some posters you have been chasing for awhile bed1 bed1

 happy1

Online skyjackers

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Re: Heritage Auctions - My Issue & Their Customer Service
« Reply #20 on: July 01, 2018, 12:03:58 PM »
So this is what all the fuss was about. I'm sure to most it's uninspiring, but it was the last of the 3 Subways I needed to complete the set. I think I got the Bat from Bruce, the Cat from Dave and of course the Penguin from Heritage.

I used to be a firm believer in only buying full sets for posters like these, all in one go. I began to realise that I may never get any if I continue so started to pick them up as and when I saw them. The Penguin has taken years for me to find and win. (Ironically I ended up having to buy a full set to complete my partial set!)

Maybe I should have played the waiting game, but I'm still very happy!