At our office, it is not possible to discuss a complaint. Our office is not open to non-employees.
If the lot deviates from its condition on the viewing day and as described in the lot description when picked up, you can discuss this on-site with the employees of Troostwijk Auctions.
We (Troostwijk Auctions) are not the owners of the goods sold through our auction platform. We only auction and invoice as intermediaries on behalf of a seller. Through our auction platform, we essentially facilitate the sale that ultimately takes place between a seller (client) and you as the buyer. Therefore, we are not a party to the purchase agreement that is concluded at an auction.
In our capacity as an auction platform, we consider it important that you are a satisfied customer at Troostwijk Auctions. However, sometimes things may not go as expected.
To file a complaint, you can contact us by clicking on the chat button at the bottom right of the website. Please have the following information ready during the chat:
Your user number
The auction number and lot number
A detailed description of your complaint or problem
If possible, photos and/or videos showing the problem or complaint
You can also send an email to info@troostwijkauctions.com. We kindly request you to include the above information in this email.
From our intermediary role, we will contact the seller. You will receive a substantive response from us within 14 days of receiving the complaint. Sometimes, due to unforeseen circumstances, we may need a little more time to respond substantively, for example, because we, as intermediaries, depend on our contact with the lot's seller. Of course, we will do our best to provide you with a substantive response within 14 days.
If, as a business buyer, you are not satisfied with Troostwijk's mediation services, you can submit it for mediation to Thuiswinkel.org via www.thuiswinkel.org. Please note! Only business buyers can contact Thuiswinkel.org for mediation. Consumers/individuals cannot approach Thuiswinkel.org regarding Troostwijk Auctions and should contact us (Troostwijk) via the chat button or email.