Absolutely abysmal service ordering from Sotheby's

[tiblua]

Everyone,
Wanted to write a post (and warning) about my recent experience ordering a Chanel handbag from Sotheby's marketplace (which is basically like a buy-it-now section on their website).

I placed the order on 31st January for a very rare Chanel handbag I saw for sale on the Sotheby's website. The bag was listed in Very Good condition and the description said it had "light marks to hardware, a mark inside the bag". Nothing in the description highlighting any faults with the leather on the outside of the bag. The bag arrived from NYC to London in about a week (and £1000+ in import fees) and to my dismay, there were two deep scratches on the front of the bag and what looks like crush damage on a back corner of the bag!!!

None of these faults were highlighted in the description on the listing. Had they been, I would certainly not have paid the amount that I paid for it. Checking the pictures on the listing however, the scratches are visible if you zoom right in on the pictures - but not pointed out in the description whatsoever. The bottom scratch looks like it's been done with a nail when opening the bag.

I immediately got in touch with their customer care address provided to me on the order email, and received a response a day later saying it had been forwarded to their handbag department.

Ever since then, I have been chasing for an update once or twice per week - but met with complete and utter radio silence. They do not answer the phone (and calling from UK is something like £3 per minute), and they have stopped responding to my e-mails. I just cannot believe this is the level of service from such a well-known and well-renowned company such as Sotheby's! I have resorted to going via my credit card to get this sorted, it is absolutely absurd that I cannot get hold of them to sort this problem.

I wanted to create this post on here in case anyone comes on TPF searching for people's experiences with Sotheby's, and share any similar stories. Forewarned is forearmed!

 

[papertiger]

Sorry about your bag. IMO, this is a problem with a business that is used to dealing with dealers and professional collectors and not with consumers. Consumers are understandably a lot more fussy - which is only right since these bags are at comparative full market price. They are not used to dealing with the public or having to do proper CS.

If you were not offered the chance to view the bag (it'll be in writing somewhere) you'll be able to return the bag because you'll be buying sight-unseen online-only purchases (UK).

Check for a grading/bench-mark descriptor on Sotheby's website. Every reseller should have a clear word definition - unfortunately, 'very good condition' may be half-way down the list.

I haven't bought bags from Sotheby's (let alone their Market-place). Sounds like the auction houses all want a piece of the resale market action without understanding the business model/practice.

Edited: Autocorrect needed correcting!

 

[Love Of My Life]

Sorry about your experience with Sotheby's. All details should be described in the description &
even when one can have a conversation with a "Sotheby specialist" details can become subjective
as all the details just don't show in the images posted.
Radio silence is typical from Sotheby's & sorry that you are dealing with that in addition to the bag
condition. An established auction house like Sotheby's should be handling this better. The handbags
& accessories is a fairly new area for them including the Marketplace & the majority that are purchasing
these items are either new buyers & not dealers (too expensive) as many of us would like to think, JMO
Wise move on your part to contact your CC.. good luck
Personally, for me because of a past experience, up close & personal is the only way to go unless
you already have an established relationship with a specialist & they know exactly what your "eye"
would be looking for.
Keep us posted...

 

[Midge Maisel]

Sorry about your bag. IMO, this is a problem with a business that is used to dealing with dealers and professional collectors and not with consumers. Consumers are understandably a lot more fussy - which is only right since these bags are at comparative full market price. They are not used to dealing with the public or having to do proper CS.

Exactly. I don't think they've figured it out yet.

I haven't bought bags from Southerly's (let alone their Market-place). Sounds like the auction houses all want a piece of the resale market action without understanding the business model/practice.

I have purchased directly from them, but I work with a salesperson there who knows my tastes. I wouldn't recommend it if you don't have some connection to start (see below).

Sorry about your experience with Sotheby's. All details should be described in the description &
even when one can have a conversation with a "Sotheby specialist" details can become subjective
as all the details just don't show in the images posted.

This is another critical point: contact the location that holds the item if you have any questions. They do want to get it right the first time and not have to deal with refunds, return shipping, etc. Sotheby's does not include direct contact for each item, but Christie's does.

Personally, for me because of a past experience, up close & personal is the only way to go unless
you already have an established relationship with a specialist & they know exactly what your "eye"
would be looking for.

As I said above, this is how I got involved with buying directly from auction houses in the first place. I don't think I would've done it if I hadn't known someone there.

 

[elaineiwhite]

I called customer service a few years ago and asked if they had a money back guarantee if a bag turns out to be fake. The person said you need to return it within 48 or 72 hrs ( I can’t remember how long). He said you have to contact them before they pay there seller.

 

[disneyrollergirl]

Exactly. I don't think they've figured it out yet.

I have purchased directly from them, but I work with a salesperson there who knows my tastes. I wouldn't recommend it if you don't have some connection to start (see below).

This is another critical point: contact the location that holds the item if you have any questions. They do want to get it right the first time and not have to deal with refunds, return shipping, etc. Sotheby's does not include direct contact for each item, but Christie's does.

As I said above, this is how I got involved with buying directly from auction houses in the first place. I don't think I would've done it if I hadn't known someone there.

Hi @Midge Maisel - do you have any more info on selling handbags with Christie's? I'm currently selling a bag with Sotheby's (since March) and it's been a bit of a shambles. Are there any threads on here specifically about selling with Christie's/Sotheby's? I was initially trying to sell on the Sotheby's marketplace but the online process stalled so I emailed them. They invited me to bring the bag in (I'm in London) for authentication, and suggested putting it in the 'Salon'. It passed authentication but is still in the Salon unsold and the person who was looking after me has now left. The sales person in the Salon initially explained there had been some issues with the marketplace and now I've been told they're not doing UK sales on marketplace.

 

[Midge Maisel]

Hi @Midge Maisel - do you have any more info on selling handbags with Christie's? I'm currently selling a bag with Sotheby's (since March) and it's been a bit of a shambles. Are there any threads on here specifically about selling with Christie's/Sotheby's? I was initially trying to sell on the Sotheby's marketplace but the online process stalled so I emailed them. They invited me to bring the bag in (I'm in London) for authentication, and suggested putting it in the 'Salon'. It passed authentication but is still in the Salon unsold and the person who was looking after me has now left. The sales person in the Salon initially explained there had been some issues with the marketplace and now I've been told they're not doing UK sales on marketplace.

Hi--sadly, I really don't, but there may be others here who do!

 

[Misha333]

Everyone,
Wanted to write a post (and warning) about my recent experience ordering a Chanel handbag from Sotheby's marketplace (which is basically like a buy-it-now section on their website).

I placed the order on 31st January for a very rare Chanel handbag I saw for sale on the Sotheby's website. The bag was listed in Very Good condition and the description said it had "light marks to hardware, a mark inside the bag". Nothing in the description highlighting any faults with the leather on the outside of the bag. The bag arrived from NYC to London in about a week (and £1000+ in import fees) and to my dismay, there were two deep scratches on the front of the bag and what looks like crush damage on a back corner of the bag!!!

None of these faults were highlighted in the description on the listing. Had they been, I would certainly not have paid the amount that I paid for it. Checking the pictures on the listing however, the scratches are visible if you zoom right in on the pictures - but not pointed out in the description whatsoever. The bottom scratch looks like it's been done with a nail when opening the bag.

I immediately got in touch with their customer care address provided to me on the order email, and received a response a day later saying it had been forwarded to their handbag department.

Ever since then, I have been chasing for an update once or twice per week - but met with complete and utter radio silence. They do not answer the phone (and calling from UK is something like £3 per minute), and they have stopped responding to my e-mails. I just cannot believe this is the level of service from such a well-known and well-renowned company such as Sotheby's! I have resorted to going via my credit card to get this sorted, it is absolutely absurd that I cannot get hold of them to sort this problem.

I wanted to create this post on here in case anyone comes on TPF searching for people's experiences with Sotheby's, and share any similar stories. Forewarned is forearmed!

I just wanted to thank you for taking the time to post about this! I was considering ordering from them and searched for experiences with Sotheby's on this forum to make sure there were no red flags. Needles to day, I won't be ordering from them after reading your post. Thank you!

 

[tiblua]

All,
For those of you following on this thread I thought I'd post an update. Sorry it's taken so long. Life got in the way!

I tried to pursue a return/ refund through my credit card, but unfortunately did not get anywhere. Sotheby's sliding scale of condition, website terms and conditions (and website listings) are vague enough that the onus is entirely on the buyer when buying a bag that is described as anything other than perfect.

I will never purchase from Sotheby's again and can only recommend that anyone reading this do the same.

Tibs

 

[disneyrollergirl]

I've got an update too. After nearly a year of trying to sell my bag with Sotheby's, I sold it very smoothly with Bonhams. I collected the bag and authentication card etc from Sotheby's, emailed Bonhams, agreed a price (online auction), took the bag etc in to Bonhams and then almost immediately got a call from Bonhams to say that the authentication card I'd given them with my bag was not the right one. it seems that Sotheby's accidentally gave me someone else's authentication card when they returned my bag. When I emailed them to explain their error they were hugely apologetic. This was in November. To this day, they have not contacted me with an update, so although I sold the bag via Bonham's, I could have potentially sold it for a higher price with the correct authentication card. Really disappointing customer service from Sotheby's, sadly.