Complaint Review: Empire Liquidators

Empire Liquidators is my first truly bad experience on EBay. I bought a Yakima Magejoe Bike rack. The ad was completely false and misleading. My initial inspection showed that the item was in working condition. However, upon closer inspection I noticed that things were not as they appeared and as they were described in the item description. First, the item was listed as in New or Unused Condition. Clearly the item has been used for sometime. 2 nd , the stitching that holds on one of the hooks was torn apart and the hook was missing. This hook is one of 2 hooks on a single fastener/line that creates tension to hold the bike rack in place. Unfortunately this missing hook renders that rack unusable. There is no way that rack would hold in place while traveling with a bike load. 3 rd , the bike rack is designed to hold 3 bikes. Each bike is secured by 3 straps. There should be a total of 9 securing straps and I only received 6. That is one bike short.
4 th , I contacted there Costumer Service Dept via email and received and automatic email response (must happen often to automatic generic response). Email stated to call their warehouse which I did on 2 cessions. Each time I was told they could not help and got transferred to a voicemail in operations. 2 voicemails later and still no response. 5 th , I ultimately had to call Yakima directly to order replacement parts. 6th, terrible communication. E.L. did contact with me with invoice and tracking number until item had already arrived.   All and all this cost me more than if I had gone to my local Dicks Sporting Goods and bought a new rack.   Thank you Yakima for being so helpful and for having the parts in stock. Below are my email correspondences with Empire Liquidators. A youtube.com video is soon to come.
 
My first email:
 










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Dear empire_liquidators, I writing to inform you of a problem with the Yakima Mega Joe bike rack that I purchased on 9/4/09 . My initial inspection showed that the item was in working condition. However, upon closer inspection I noticed that stitching that holds on one of the hooks was undone and the hook was missing. This hook is one of 2 hooks that create tension to hold the bike rack in place. Unfortunately this missing hook renders that rack unusable. I would be happy with an exchange for a fully functional rack or a full refund. The seller stated that the rack was inspected to have all working pieces. I feel that I should not have to have pay return shipping because the item was not as advertised. John Doe
XXX-XXX-0899
 
 










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Dear beantownswing, Sorry for the inconvenience. Please call our warehouse at 716.852.3200 and we will be happy to assist you.
- empire_liquidators

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YAKIMA MEGA JOE 3 BIKE TRUNK RACK 6 POINT STRAP STYLE


Item Id:

360184046522


End time:

Sep-04-09 13:00:00 PDT






Seller:






empire_liquidators ( 151332 )


99.2% Positive Feedback


Member since Mar-24-99 in United States


Location: NY, United States



Listing Status:

This message was sent while the listing was closed.







 
2 nd Email From E.L.
Sorry, about the problem you are having.  Please call our warehouse and someone will be able to assist you further with this situation.
 
Thank you Empire Liquidators 901 Fuhrmann Blvd. Buffalo , NY 14203 Phone: 716.852.3200 ' Fax: 716.852.3220
----- Original Message -----
From: eBay Member: beantownswing
To: customerservice@empireliquidators.com
Sent: Thursday, September 10, 2009 9:47 PM
Subject: Message from eBay Member Regarding Item #360184046522
 










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Dear empire_liquidators, I writing to inform you of a problem with the Yakima Mega Joe bike rack that I purchased on 9/4/09 . My initial inspection showed that the item was in working condition. However, upon closer inspection I noticed that stitching that holds on one of the hooks was undone and the hook was missing. This hook is one of 2 hooks that create tension to hold the bike rack in place. Unfortunately this missing hook renders that rack unusable. I would be happy with an exchange for a fully functional rack or a full refund. The seller stated that the rack was inspected to have all working pieces. I feel that I should not have to have pay return shipping because the item was not as advertised.
 
My Response
contacted the warehouse this morning. I explained the situation and I was transferred to someone's voicemail in operations 2x. I am still waiting for a return call.
 
John Doe
h) XXX-XXX-3528
c) XXX-XXX-0899