Encore Auctions

Bought an item that showed pieces in the picture that we're not in the box. When I called customer service and spoke to a manager he said they were back logged and emails but it was passed their four-day window so they would do nothing. I complain that it was not like the picture and ask him if he cared about customer satisfaction he basically replied no and hung up. Do not buy from these people.

Very good price. Ad will tell you this product broken, missing part or used. 4/10 get 100% perfect. You get what you pay.

Item description shows one thing and I got another and they didn't refund me.
That's not how you do business.

Avoid this place.

Purchased a marine carpet from this auction for $100. Description stated grey carpet. Received a beige carpet. There was a photo which was hard to determine the colour of the actual product. Despite the description which they put up of grey I was not allowed to return the product. Over the years I have purchased thousands of dollars from this auction. In the beginning return policy was fair, you had week to pick up and products were usually as stated. When the company moved to 3 day pick up all went down hill. Products are falsely misrepresented, if they are under 20 you are stuck with the product if it is broken (which is almost always the case) and pick ups can take over an hour. My suggestion is to stay clear of this place.

Buy one thing and get something completely different in a box,
missing major parts (power supply, clamps etc.) that make items useless
Paid over $400 for a coffee maker and they refused to take it back even though it was defective
Do yourself a favor, do not not get frustrated, give it a pass

Been to 5 other auction houses today and this place took longer than all other locations combined. Incompetent staff that doesn't care to find items.

Items under $20 can't be returned. So there's no motivation to verify items are as described by encore. In reality if you got a toaster for $10 they could keep it and give you a bag of dirt and there's really nothing you could do about it.

Update: As mentioned by many reviews, all 5 stars reviews are fake. Don't fall for it!

Update: Our bank approved all dispute requests, and we got our money back in full. We encourage everyone who has a similar horrible experience to do the same. This place will eventually learn the power of customer's reviews. For the time being, let them be stubborn and arrogant as much as they want.

Since those people think they can take hard working people's money and never give them what they are supposed to give in return, here is a piece of some good advices: call your bank, explain the situation and dispute the transaction. If you can, report any illegal act to the authorities ASAP. Never compromise your rights.

Not impressed.
They never mention the damages on the items I have purchased and some were used/not clean, it was gross.
- Headset was kid size (Never mention), one side worked (Never mention)
- French pressed the glass was broken (Never mention)
- Mini Stepper with bends was broken (Never mention)
- Waffle maker used and not clean (Gross and never mention)

Put they they add $1.00 per item for handling. Please save your money and don't buy anything from them. **Edit** If the Online Auction does NOT give you well detail information of the conduction of each item. I would not trust the Auctioneer.

Learn from my mistakes.

The worst level of customer service at any auction house I’ve visited. Not only do Items come in broken and unusable, there is a severe lack of customer service and care. Once you’ve placed your bid, there is no one to answer inquiries by phone or email. Don’t bother calling all you will get is voicemail. During pick up a woman next to me was also returning a broken item. When I arrived on site, I finally was able to speak to someone only to have the rude young woman, refused to provide her name or any level of decent customer service. Don’t bother with this auction house. There are so many others with friendly staff and those willing to assist. The one star is for the gentleman directing traffic at the entrance.

These online auctions are now on every corner and the most in London On are fairly easy and quick to pick an item up but at Encore it just took me 1.5hrs to pickup an item I saved maybe $40 and my time is worth more than that but encore has made the sale and therefore don’t take into consideration the amount of time it takes
I have never seen so much wasted time when the pickers come out into the parking lot looking for license plates
So saying that we have now for the last year really looked at an item and what our max bid is at Encore due to the waste of time it takes
So yes we are providing a review using $’s

Encore look at your process for getting your customers there items they already have paid for!

They are rude. They sell junk. Do not buy from them. Review their unethical and illegal policy. They will post a picture of an item, and what you buy, may not be that item. Boycott them!

I attempted to reach out to Barb fron Management, only to receive a rude responses with no justification. I have sent multiple emails demanding justification. She continue to reject.

Review the Consumer Protection Act to realize their policy is borderline illegal. London needs to simply boycott them as they are clearly taking advantage of everyone.

If one bids on a picture of a car, and when going to pick up the car it has NO wheels, guess what, that’s your problem…. As per their policy which you agreed too. Londoners, please boycott them. A class action should be in its way. These types of businesses do not belong in London.

I am so disappointed at the customer service from encore auctions. My first time there I had a great experience but this time is quite the opposite. They wasted no time in charging my credit card for the item I won which was over $100. It took me emailing them 3 times to find out about shipping. After almost a month of not hearing anything I decided to call and leave a message, still no response. Finally I get an email telling me that they cannot find my item but will issue me an auction credit so I can buy the item or something else I might want. First off its an auction so theres a good chance i wont get the same item for the same price. Secondly you lost the item! I didnt recieve anythig for my money and now youre telling me that im stuck with an auction credit that i can only use at youre auction? ! I want my money put back onto my credit card! How is an auction credit a good resolution to this issue when you caused the issue. This has been the worst experience I've ever had dealing with an auction! Buyer beware!

Was one day late by 8 hours (actually if you dont count sunday i wasnt late) and they refused to release a paid for christmas present, I was in hospital legit and now no present for grand daughter and trying to get it rectified sad. I was told i would have to write a letter stating my reason with proof.stay away far far far away

It's all junk. Don't waste your time

EDIT after "Response from Owner"

Nobody has tried to contact me at all so I'll add to my original review.

After receiving my 2 day auction winnings on "sealed" or "in showcase" items worth well over $1000, almost all of it had to go back because it was either damaged or obviously swapped out or just plain non-functional. I feel like this is the last stop of twice returned merchandise before hitting the landfill. I appreciate the response though and staff is very friendly and yes I was able to return all the stuff.

The wait to pick things up is brutal. I am in the parking lot right now and it has been over an hour. Still waiting. Not worth it.

After reading some other reviews, I decided to leave my own opinion here.
It was my first time buying this from an auction and, in the end, I bought 12 items from 4 different auctions (all from Encore Auctions) and went there today to pick them up.

1- when you buy things from an auction, you must check your items. From the 12 items, 1 was missing and they couldn't delivery it, another was missing parts (there was a paper saying that when I opened the box and when I checked it, there were lots of parts missing) and another was the wrong size (it was supposed to be a Queen bed, but it was full size).
2- I returned two items right away, and opened the box of all the others just to make sure that they look okay, and they did.
3- it took about an hour to get my items. It was a long time, but I believe that it was due to the large number of items from different auctions. Because I saw other people coming and going with one or two items much.
4- the employees there were all very nice to me.

In the end, considering the discount, I believe that it was quite worth the trouble and look forward to buy more items.

It's just a shame that electronic items have such a short "warranty" (7 days).

Horrible, they advertised a new air hockey table, I drove 2 hours picked it up and when I got home parts were missing, the entire side of the table was broken. Absolute garbage. When I emailed with pictures they told me to drive it back to them, there was no follow up email so I took the loss. I use the auction site hibid all the time and this auction is the only one I've ever had issues with. Save yourself time and don't bother.

You get what you paid for. Its a spin off auction from McKenzie auction. I find it very unorganized for parking. The waiting is ok but some of the employees they hire.my goodness. Anyways, most my items I've won, either partially broken, or missing a part. Sometimes you get an item that is actually in tact and a small blemish, so its OK. Just don't spend alot.

I bought four items and picked them up today. Read all the reviews and customer service says they do their best to state any issues ETC. Yet there was no details on any of the items I bought.
I bought an exercise bike. It was new in the box, just box damage and everything was fine. Second was a trailer hitch, it was a different model and missing hardware. Another trailer hitch was missing some hardware. Bought a bike and it had lots of damage and missing parts. Will be returning two of the four items. Wish they would have at least stated some details. Even something as simple as new in box or open box.

Great deals to be had here, always good service, polite and friendly staff, any problems they listen and do what they can to make things right. Very happy to do business here.

Mostly good experience so far.
However today was not so great.
I went to pick up a trampoline I paid for and they couldn't find it. (Employee was very sorry and friendly about it and said they'll keep looking)
Also bought 2 items I thought were new.
But the shelf had damaged parts
and an little pedal exerciser was obviously very used, as it had dirt marks all over.
Neither was mentioned on the website in description where a perfect looking bike was featured.
Also, hope they find my trampoline and I will return other items.

Unfortunately I have to give this mess of a company a 1 star. The very first time I ever purchased from here, it took about 25 minutes total to get into a spot and receive my items. I was impressed enough to buy from them 3 more separate times. Every encounter was getting worse from the first time on, increasing pick up times from 45 minutes to 1 hour. I just got back today from another trip there, and decided that my over hour long drive is no longer worth the lengthy wait times.

Gardner has much better organizational and check-out time skills compared to you guys, which I think you really should learn a thing or two from.

Would give 0 stars. Not even worth the money you save shopping here because of the waiting time. Currently have been waiting an hour and 45 minutes and still no sign of our order. Employees are not informative or helpful.

Complete joke. Selling broken and trash items. The line of cars to pick up your items can reach over 100 cars and take 1-3 hours.

After winning an item, they never made contact about shipping. Money lost. Won't bid in their auction again.

Absolute brutal experience.sold me something that didnt exist, drove 2 hrs to get it and got a total screw around.said they would email me right away.i had to call to get an email, then had to chase to find out what was going on.finally got my refund after sending a bunch of emails and never received the call from the manager like they said they would. Also offered me a 50 credit that never came, as well as ignored a bunch of other emails. I would never recommend this place after this waste of time and awful service. Took a day off work, drove 2 hr, waiting around 2 more to find out what i won does not even exist.what youre bidding on might not actually exist, be aware.

It's such a pleasure to see Xander's smiling face while waiting for my auctions wins.he is very personable and a great asset to your team.

Absolutely horrible experience with Encore auctions. The item I purchased - an iPhone - was replaced with an ugly table. So yeah, figure that out. And have not even heard from the company. So they don’t care that I’m out 600 dollars?

Worst auctioneer in town. They list items with the manufacturer’s images even though the items are usually complete garbage. Expect to spend an hour minimum picking up your items.

My first experience with Encore Auctions was good. Very polite employees and reasonable amount of waiting for pickup. Very organized.

Slow slow service. Pickup at least 1-2hrs, hasn't changed in the last 4 months I've been shopping here and I don't expect it will change. Management replies to every review but has not changed their customer service. Auction fee is 16% plus a $2 handling fee. They nickle and dime everywhere and have a major staff shortage. Mckenzies or Gardner are much better than this clown show operation by management. I respect the workers, they have the bad end of the stick working here.

I have been using encore auction for a while now, not sure why but it seems all the high dollar items (recently there were 5 or 6 Rolex watches) the bidding goes way over retail, not sure if they are real bidders or bidders are unaware of the huge buyers premium.

No issues with service.bought 2 items at 2 different auction, don't work.probably won't buy from this auction place again.just not impressed with paying money for junk!

I have bought many times with shipping. Has always shipped quickly until now. Still waiting to be billed for my shipping on Dec 3rd and 8th auctions. Most I've ever spent and none arrived for Christmas. I buy in many other auctions and as far as complaints about damaged goods, Encore does have the most problems but they also run huge lot sizes and frequent actions so to be expected. Have to calculate the risk in your spending. Same with the other company Mackenzies.

It takes a long time to pick up items on a good day. Waited over an hour once and they closed up and left without bringing out my items or saying anything to me. Tried to call but their voice-mail was full.
On the plus side you can get decent deals at times.
Edit 2 -> 3 stars:
They did follow up and made sure I didn't have to go through the whole line again to get my items. The staff are great to deal with just need to find a better way to run pickups. 60 minutes is usual if you show up at 4 or later. Usually it's 20-40 minutes to get pulled up to a table then 20-40 minutes to wait for your items.

I've bought many things over the years from various auctions. This is one of the few auction companies that are consistently doing a poor job. I've waited over an hr every time to pickup. That's unacceptable considering the buyers premium is 16%. Hire more staff, have more off work pickup times, ie. After 5pm on weekdays and on Sundays. Everyone comes on Saturday and it's just crazy busy.

In terms of the items, they're return items for the most part so there's good and bad apples, your luck may vary. Although once I waited over an hr to pickup 9x7 mats and I got 2x2 mats which were clearly labeled as 2x2 but the staff mislabeled it online, basically waited an hr just to return it with no apology or recompense.

Never again. The last 2 times I've waited over an hour and a half for pick up. Hire more people, longer hours, don't waste your customers time.

I have had trouble with most orders from here. The most recent being two expensive items that arrived broken and one that never arrived. It has been two weeks since contacting them and no response at all. I would leave a good review if they had any concern at all about their customers!

Wait time to pick up is ridicoulous. I've been in the parking lot for over 90 minutes and still waiting.

Follow up- Spoke with Will who phoned me to apologize and says they had 4 people call in sick. I did go today and I was In and out in 20 minutes. All items were brand new. Will keep going.

I don't want to seem somewhat like the Grinch so close to Christmas but your receipt asks to know how you did, and, for this occasion, I took you up on the offer.
I'm one of your regular customers as I prefer the variety and volume of your auctions. I've made some great purchases.
I know the drill with your delivery procedure and accept the fact that, when I make a purchase, I will be in line anywhere between 30 and 45 minutes, most of the time. However, my purchase that I picked up on Saturday, November 27th set a new record for me of 80 minutes.
The extra time was avoidable. I decided to take the lane closest to the building, which ended up being a major mistake. The young lady doing the registration on the outside lane (closest to Millers) was flying along at an impressive rate.
Unfortunately, the young man on my lane was sssssllllloowwww! When the young lady finished her lane and was registering cars on the road, our line wasn't even half-way finished. To make it worse, his phone died before he got to me so the young lady had to take over. This meant that all of her lane were ahead of our lane in the registration process; not really fair. We waited out back for a long time.
On days that aren't so busy, you use one registrar who alternates between both lanes. I think that a similar procedure should be utilized when you have two registrars. I don't think it would be that difficult to set up.
Just a thought. I will continue to atted your auctions. This delivery process would make it more ejoyable.
Rick Madzia

Update: I sent an email a week ago to let them know I recieved the wrong item and still no response.

In response to many of the reviews here, Encore states that there isn't typically a 40 minute wait. They are right, it's longer. I waited for 60 minutes (!) in a double wide row of cars. Make sure you have time because once you are in line, you're committed and can't back out - literally and figuratively. After finally reaching the end of the line I discovered I then had to park my car and wait another 35 minutes to have my items brought out to me - one of which was the wrong item. And broken to boot. I purchase from auctions all over the province and Encore's "system" (i.e. Chaos) is the worst I have ever seen. Perhaps they should try scheduled pick up times like many other auctions do. It was a waste of my time (aside from the waiting line, I drove from 1.5 hours away), and money. I will not be bidding with them again and will encourage everyone I know to bid elsewhere.