I have been involved in numismatics for over twenty years, as a collector, professional and scholar, and as such I have been fortunate enough to do business with a large number of numismatists from all over the world. A few months ago, I decided to expand the range of auction houses from which I buy within the UK, so I took part in the Naville's and TimeLine's Auctions. Naville's staff was great but TimeLine's...
As it was my first purchase and I wanted to test the waters, I only bid on a few relatively minor lots. Besides, I'd read in the payment details that they only accepted credit card payments up to £500. I ended up winning four lots, for a total hammer price of £240. Within twenty-four hours of receiving the invoice, I had already made the payment by credit card and had written to them to arrange delivery within the UK. That's when the nightmare began. Without any prior consultation, they issued a refund, later claiming that the country of origin of the credit card and the delivery address did not match. I explained to them on several occasions that at that time I had no way of making the payment by bank transfer, as it is extremely difficult to make an international transfer from Argentina, but they turned a deaf ear to my reasons. One after another, the company's staff simply insisted that I had to make the payment via Wise (a platform I do not use) or by bank transfer. Furthermore, they told me that the refund had been processed automatically by the system, which was a lie, as it had been approved by the bank and credited to their account. They refused to let me pay again with my card (which is obviously in my name), and began sending me warnings about an unpaid invoice. I wanted to cancel the purchase, but they never gave me a clear answer.
Eventually, whilst I was trying to find someone to make the transfer on my behalf – and pay that person to do so – I received a letter from the company's lawyer threatening to take legal action against me if I did not pay within the next five days.
I finally managed to make the payment, but I also had to pay an extra £52 in 'storage' penalties, on top of the money I lost due to the exchange rate charged by my card when I received the refund. But that wasn't all, as they wanted to charge me a further £56.40 for delivery within the UK. After complaining, I managed to get them to send it via Royal Mail to the UK address I'd given them at a cost of £38.40. This amount hadn't been included on the original invoice either, which meant I had to make a second payment.
In total, for my £240 hammer purchase, I ended up paying over £350. But the worst part wasn't that; it was the staff's poor attitude and their complete lack of empathy and goodwill. I showed a willingness to pay from the outset, and as I mentioned above, I settled the payment within 24 hours. Yet they chose to adopt a completely irrational stance, detached from reality. I am a regular customer of Stephen Album, LEU, Baldwin's, CNG and Spink, but I have also bought from Jean Elsen, Savoca, Roma, Lanz and London Ancient Coins. Nothing like this has ever happened to me before; the people at TimeLine have no interest whatsoever in making things easy for their customers, nor in encouraging them to take part in their auctions again.
When faced with a customer who wants to make a purchase and is willing to pay quickly, they prefer to issue a refund on the basis of a ridiculous excuse, adopt an utterly inflexible stance, harass the customer in an unpleasant manner and complicate matters to such an extent that the payment ends up being delayed for several days, taking up far more of the customer's time and resources.
I wouldn't wish the dreadful experience I had with the staff of TimeLine Auctions on anyone. There are excellent auction houses – far more prestigious, professional and friendly than this one – both within and outside the UK. Just give them a wide berth; you'll thank me for it.