HGA grading

[kabrune2]

Originally Posted by dontpanic3

Well, so far my experience with HGA customer service has been horrible. My order was several days past the guaranteed 30-day time, so I reached out to the refunds email address twice and never got a response.

When my order finally arrived, 3 of the 5 cards had label issues (which I've detailed elsewhere in this thread). Of the 2 that didn't have a label mistake, 1 had a patch of glue residue on the back. So 4/5 of my slabs had problems that shouldn't have made it past quality control. I contacted them using the messenger on their site, mentioning the slab issues and their lateness, and they directed me to the refunds email address that I had used the week before and said to send them back the slabs that have mistakes.

At this point I'd pretty much lost faith in them, so I instead asked them to please just refund and return my 3 other submissions that are in their possession. They immediately canceled those orders without responding to my message. I followed up a day later asking when I should expect updates on the refund and the return, and they said that the refund should be processed in 2-5 business days. I followed-up again asking when I should expect a tracking number for my cards, and it's been another day and they still haven't answered.

Your mileage may vary, but as someone who was optimistic enough to submit 4 orders, as soon as I get my money and cards back I'm done with this company.

tl;dr: HGA missed their guaranteed deadline and ignored my messages, messed up 80% of my submission, and then has continued to duck my messages when I asked them to return my remaining orders.

Ok, 1 thing at a time here…

Label Mistakes - shouldn’t happen but they do. What was the mistake vs how should it have read? How did you fill out the online form, did you make a mistake and they just repeated it? A couple of variables that could explain it, not having a huge database prebuilt is an issue and will be fixed given time. Having 4 types of 2017 Bowman Chrome Acuna BCP127 needs to be fixed.

Glue Residue - you said it’s a patch, can we see a picture? Just curious if a little oozed out, or just a dab, but should be a simple send in and get fixed, they turn that stuff around in 7-10 days without cost (same for label mistakes)

Several days late on 30 days (which is 6 weeks) - did you time from HGA having them in hand, did you count holidays (Memorial Day), and seriously, several days to me says it was 2-3 days late, which warrants an email, but the way you’ve come off is a bit abrasive, so I can see a customer service rep just hitting delete or ignoring it. How long did it take for your cards to ship after you contacted them?

Refund - sure, ask for it, it was late, but I’m not asking for anything unless it goes past 5 days. Every TPG’er is way behind, but HGA set themselves up offering refunds one level down and we need to make them hold up that deal.

Bottom line you got cards back in 7? Weeks for $35/card, plus a 7-10 day detour to fix stuff. Also, be detailed when blasting a service (dates, pictures, etc), I’m generally curious how they screwed up, especially since you admitted they said to send it in and they’d fix it. Is it ideal, no, but they offered to make it right.