Complaint Review: R R Autograph Auctions - AMHERST New Hampshire

REVIEW UPDATE: April 16, 2018 : RR Auction remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. RR Auction is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.

To date, RR Auction has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.

Over time and since becoming a member, RR Auction has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever RR Auction remains committed to improving customer satisfaction.

Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.

Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!

*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at [email protected]

EDitor’s UPDATE: Positive rating and recognition has been given to RR Autograph Auction for its commitment to excellence in customer service.

Ripoff Report’s discussions with RR Autograph Auction have uncovered a 30 year company philosophy of total client satisfaction. This means that clients can expect that RR Autograph Auction will work diligently towards finding a mutually satisfactory resolution to any complaints or concerns. RR Autograph Auction listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in offering some of the world’s rarest and interesting autographs, manuscripts, memorabilia and artifacts.

RR Autograph Auction’s owner, Mr. Bob Eaton, has informed us that satisfying customers and giving them what they paid for is their #1 priority. As a successful businessman, Mr. Eaton agrees with Ripoff Report, that it is critical to listen to his clients and respond properly and that any communication with a client is an opportunity to deliver exceptional customer service. Because an auction is really just establishing a marketplace for a buyer and seller to conduct business. Mr. Eaton understands that communication and problem solving is the only way for a successful enterprise like RR Autograph Auction to thrive, both now and for many years to come.

Another top executive of the company told us that Mr. Eaton's personal business philosophy is based on relationships, relationships that have been developed since 1980 with both buyers and sellers of authentic material. RR Autograph Auction's mission statement says it all: "Deliver Remarkable Results to our clients. Be Rare, Reputable, and Reliable." Some of the other things Ripoff Report learned in the course of its investigation: typical customer feedback reads: “RR Auction quickly replied to my questions and fully answered them. They take customer service very seriously. We are very pleased with the responsiveness that he and his employees show us. They are serious about meeting commitments, and deliver on all their promises." Another satisfied customer said, "Thanks again, you always provide the very best customer service so I can make the most informed and responsible bidding decisions!"

Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

The information provided in this report is based on comments made by Robert Livingston and Bobby Eaton in an interview held by a third party verification company with no biases toward RR Autograph Auction.

RR Auction in Amherst, New Hampshire is an auction house that deals with specialized merchandise such as high-end documents (like autographs from historical or celebrated figures) and memorabilia. According to their representative, RRA handles 22 auctions per year, and last year they handled over 20,000 items. They maintain authenticators on staff in addition to using third-party authenticators to verify each item before it is auctioned. RRA is a thirty year-old business that the representative says has been built on a tradition of reputable, reliable, and authentic items.

The representative believes that their company is set apart from competitors by their leadership in the niche auction houses through excellent customer service and reliable, authentic auctions. They offer a lifetime guarantee of authenticity on each item, and because they handle “almost all aspects” of the process in-house, they can cater auctions to the markets which combine sellers and buyers who have the same interests.

RRA receives leads for both sellers and buyers. The majority of the leads RRA receives come from sellers who have an existing relationship with the auction house, and the remainder from RRA’s reputation and word of mouth. RRA maintains a database of buyers and collectors and they estimate that their database encompasses 80% of the existing collectors, and the other 20% of buyers are achieved through direct marketing and sales leads. The RRA representative states that they are strictly an auction house, and have no direct sales venues.

RRA attributes their success to their hard work over the last 30 years; the sellers have become accustomed to receiving top price for their memorabilia, and the owner is very proud that checks are always sent out on time. The buyers know RRA utilizes third-parties to assist in verifying the authenticity of items, and “they have come to expect quality collectibles vetted for authenticity, complete with a certificate of authenticity and a lifetime authenticity guarantee.”

All auction items must pass rigorous tests to verify authenticity, and items that are not verified beyond doubt will be rejected by RRA. Additionally, both bidders and sellers are verified before they are able to participate in auctions, because they only want serious buyers and sellers.

In regard to customer follow-up, RRA employs one full-time person who is strictly dedicated to customer service. The RRA representative states that the “executive level” is always available to the customer, which seems to denote that the owners themselves will speak with the customers, and says that they strive for consistent communication through the entire process. Weekly customer service meetings are held to discuss all the aspects of the operation. During the actual auction, the seller is “kept apprised” of the status of their item. When the item is purchased, RRA says they keep in constant communication with the buyer from the time the package is shipped until it is received by the purchaser.

ALL COMPANIES GET COMPLAINTS, BUT HOW THE COMPANY HANDLES THOSE COMPLAINTS, SEPARATES GOOD BUSINESSES FROM THE REST.

Occasionally, RRA receives complaints about variations between the item and the item’s original description, because often the item itself is described but not the frame or case that encloses it. Sometimes, buyers will doubt the authenticity of an item and wish to be refunded. For instance, RRA just resolved an issue with an item that was signed by all the inductees of the Baseball Hall of Fame, and had been verified by a third party. However, the buyer employed a second third-party verifier who refused to confirm or deny the authenticity, so the buyer wanted their money back. RR auction refunded the buyer the full purchase price of $20,000 at their own expense, without involving the original seller.

RRA’s standard practice is to “listen empathetically” to their customer’s concerns, and work with the customer to ensure they are satisfied. Their customer service motto is always, “Yes! Now what is the question?” They feel that some processes they need to change involve utilizing an expanded network of third-party sources for authenticity, and they want to see an improvement in their ability to answer bidder questions within 24 hours. They feel that, currently, they can only answer 80% within 24 hours and the other 20% within 48 hours. RRA feels that their entire executive branch knows their internal controls must be continually monitored.

LIFETIME GUARANTEE OF AUTHENTICITY

RRA acknowledges that some individuals have complained about feeling deceived about the authenticity of their purchases. RRA responded by making it clear that their guarantee for authenticity is for the lifetime of the item. Purchasers who are concerned need to contact RRA and supply them the proof of purchase (such as a receipt, bidder number, or cancelled check). Item returns are accepted on an item that is deemed to be inauthentic; the purchaser simply needs to contact the auction house. At this time, no customer has contacted RRA with proof that their item was inauthentic. While they want to work for a resolution, they point out that the complaining party has to share in that desire, as well.

RRA is very proud of their reputation, their employee’s skills, and the abilities that have lead them to be industry leaders. They believe, in their business, that reputation is everything, and they assist their customers during the process and even years later.

In response to their involvement with Ripoff Report’s Corporate Advocacy Business Remediation and Customer Satisfaction Program, they understand that Ripoff report is “there for the consumer”, and they believe in excellent customer service. They hope that by working with the Ripoff Report staff, they can understand the source of complaints against them.

RRA wants to determine if the sources of the complaints are authentic, and if not, how they can prevent the false complaints from being so detrimental to their reputation. If the reports are valid, they would like to use Ripoff Report as a third-party mediator to bring a resolution to the complaints.

RR Auction / Statements from the owner Bob Eaton.

” I want to always try to convey an attitude of "yes" when advising RR Auction's customer service representatives. When a client asks us for something, we always want to answer "yes" and together figure out a way to make things work for everyone. We are very proud to represent the historic materials we offer at auction and we want to make sure we are proper stewards and that our clients are as well. Most importantly, this business has been successfully built because we have a passion for authenticity. You can be assured that what you are buying from RR Auction is the real deal."

RR Auction’s team of authenticators have expressed that they feel very comfortable working with the auction house because of their commitment to holding ethical auctions. One authenticator at RR Auction stated "I have seen Mr. Eaton choose not offer items that he could not back with his 100% money back guarantee. Even though the item was worth $100,000 and I told him I was 99% sure it was authentic, yet he chose not to accept it because of the 1% chance. RR Auction is very conservative in what they will accept, unlike other auction houses ”

RR Auction takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "RR Auction provides a very positive environment and they empower me to make decisions every day. Each day brings me new opportunities for suggestions and improvements are encouraged. Bob Eaton and the other executives are truly concerned about our contribution to RR Auction and are providing growth opportunities for us. Bob takes the time to listen and communicate with employees and customers." Ripoff Report was pleased to learn that RR Auction’s past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.

STATED IMPROVEMENTS FROM RR AUCTION.

RR Auction understands that with rapid growth, organizational systems sometimes get stretched too thin and that customer service is usually the first department to be effected. Recently, we have hired another full customer service executive as well as removed systemic bottlenecks to improve communication between our clients and ourselves.

RR Auction recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s investigation, RR Auction has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our investigation, which included discussions with Mr. Eaton and many of his past and current associates, Ripoff Report is convinced that RR Auction is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program... A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer ..

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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