At our office, it’s not possible to discuss a complaint in person, as the office isn’t open to non-employees.
If you notice that a lot differs from its condition on the viewing day or as described in the lot details, you can discuss this on-site with the staff from Troostwijk Auctions.
We (Troostwijk Auctions) are not the owners of the goods sold through our auction platform. We merely act as intermediaries, facilitating auctions and invoicing on behalf of a seller. Our platform facilitates the sale, but the actual transaction occurs between the seller (our client) and you as the buyer. Therefore, we are not a party to the purchase agreement created during an auction.
As an auction platform, we strive to ensure you’re satisfied with Troostwijk Auctions. However, sometimes things may not go as you expect.
To submit a complaint, you can contact us via the chat button at the bottom right of the website. Please have the following information ready:
- Your user number
- The auction and lot number
- A detailed description of your complaint or problem
- Photos and/or videos that show the problem or complaint, if possible
You can also send an email to info@troostwijkauctions.com. Please include the above information in your email.
As intermediaries, we will contact the seller. You will receive a substantive response from us within 14 days after we receive your complaint. In some cases, we may need more time due to unforeseen circumstances, such as depending on communication with the seller. However, we’ll do our best to provide you with a response within 14 days.
If you’re a business buyer and not satisfied with Troostwijk’s mediation service, you can submit the matter to Thuiswinkel.org for mediation via www.thuiswinkel.org. Please note: only business buyers can access Thuiswinkel.org for mediation. Consumers/private buyers cannot use this service for complaints about Troostwijk Auctions and should contact us directly via the chat button or email.