Liquidation Supplier with Real Customer Support
Why choosing a supplier with personal, expert support makes the difference between struggling and thriving in the bin store business.
📞
24-Hour Phone Response
🎓
Free Business Coaching
👥
Actual Operators
3
Operating Stores
📞 Call (803) 226-3351
💬 Get Expert Advice
✍️ Written by TBS Liquidations Team
We've taken thousands of support calls from bin store operators over the years. This guide shares what we've learned about why personal, expert customer support is the #1 differentiator between successful partnerships and frustrating experiences. When you call TBS, you're talking to people who run three successful bin stores using the same inventory we sell to you.
Contact: Mike Tarantino, Director of Procurement & Sourcing | (407) 675-7045
📑 Table of Contents
- Why Customer Support Matters in Liquidation
- Marketplace Support vs Direct Supplier Support
- The TBS Customer Support Model
- 5 Types of Support You Actually Need
- The Hidden Cost of Bad Support
- Real Support Stories from Customers
- How to Evaluate a Supplier's Support
- Frequently Asked Questions
- Experience TBS Support Today
🎯 Why Customer Support Matters in Liquidation
When you're choosing a liquidation supplier, most operators focus on price per pallet and inventory variety. But experienced bin store owners know the real differentiator is customer support quality.
❌ The Reality Check:
You will have questions. You will encounter problems. You will need guidance. The question isn't IF you'll need support—it's whether your supplier will actually be there when you do.
Why Bin Stores Need More Support Than Other Businesses:
⏰ Time-Sensitive Operations
Bin stores run on tight weekly cycles. A delayed pallet delivery or quality issue on Thursday means you miss your weekend rush. You need answers now, not in 72 hours.
💰 High-Stakes Decisions
Ordering the wrong pallet mix can cost you $2,000-5,000 in lost revenue per week. You need expert guidance from people who understand bin store economics, not generic liquidation advice.
📚 Steep Learning Curve
New bin store owners have 1,000 questions: pallet mix, pricing strategy, seasonal planning, ROI tracking. Good suppliers become business partners, not just vendors.
🔄 Continuous Optimization
Your market changes. Competitors open. Customer preferences shift. You need a supplier who helps you adapt, not one who just takes orders and ships pallets.
🚨 Crisis Management
Damaged pallets arrive. Delivery trucks break down. Inventory doesn't match manifest. These emergencies require immediate phone access to someone with decision-making authority.
📈 Growth Planning
Ready to scale from 10 to 20 pallets/week? Opening a second location? Transitioning to truckloads? Strategic decisions require guidance from experienced operators who've done it successfully.
💡 The Bottom Line:
A liquidation supplier without good customer support is like a car dealership that won't answer service calls after the sale. Sure, they'll sell you pallets—but when you need help maximizing profitability, troubleshooting problems, or scaling your business, you're on your own.
Choose a supplier that acts like a business partner, not a vending machine.
⚖️ Marketplace Support vs Direct Supplier Support
Not all liquidation suppliers offer the same level of support. Understanding the difference between marketplace platforms and direct suppliers is critical.
Support Feature
Marketplace Platforms(B-Stock, Liquidation.com)
Direct Suppliers(TBS Liquidations)
Contact Method
❌ Ticket system onlyEmail forms
✅ Phone + text + email(803) 226-3351
Response Time
❌ 48-72 hours typical
✅ 24 hours (usually same-day)
Who Answers
❌ Customer service repsReading scripts
✅ Actual bin store operatorsReal experience
Business Coaching
❌ None – generic info only
✅ Free – pallet mix, pricing,seasonal strategy
Direct Access to Decision-Makers
❌ No – anonymous sellers
✅ Yes – Mike Tarantino(407) 675-7045
Inventory Recommendations
❌ Browse auction listings yourself
✅ Personalized suggestionsbased on your store
Problem Resolution Authority
❌ Limited – platform mediatesbetween you and sellers
✅ Direct – we own inventoryand decisions
Weekend/After-Hours Support
❌ No – wait until Monday
✅ Text support available
Visit Warehouse/See Inventory
❌ Impossible – distributed sellers
✅ Yes – Augusta GA warehouse+ 3 retail stores
Relationship Model
❌ TransactionalYou're account #47293
✅ PartnershipWe know your store by name
📖 Real Scenario: When Support Quality Matters
❌ Marketplace Experience (B-Stock):
It's Thursday morning. Your Saturday pallet delivery just arrived but 3 of 5 pallets are heavily damaged—boxes crushed, items broken. You submit a ticket to B-Stock at 9am Thursday. Auto-reply says "We'll respond within 48-72 hours." Support finally emails back Monday at 2pm with generic "contact the seller directly" instructions. Seller doesn't respond. You escalate. Another 48 hours. Meanwhile, you've already missed your weekend sales rush and are out $1,500+ in revenue.
Total resolution time: 7+ days. Lost revenue: $1,500-3,000.
✅ Direct Supplier Experience (TBS):
It's Thursday morning. Your Saturday pallet delivery just arrived but 1 of 5 pallets has water damage. You call (803) 226-3351 at 9am Thursday. Mike answers by 10:30am. You text photos. He immediately approves replacement pallet to ship same-day for Friday delivery. He also recommends adding one extra AMZ Mixed pallet to make up the weekend volume. Problem solved in 90 minutes. You're fully stocked for Saturday rush.
Total resolution time: 90 minutes. Lost revenue: $0.
🏆 The TBS Customer Support Model
Our support philosophy is simple: We succeed when you succeed. Because we operate our own bin stores, we understand exactly what you're dealing with—and we've built our support model around the help we wish we'd had when we started.
📞 1. Multi-Channel Access
Reach us however works best for you:
- Phone: (803) 226-3351
- Text: "TBS" to (803) 226-3351
- Email: Via contact form
- Direct: Mike Tarantino (407) 675-7045
- In-Person: Visit Augusta warehouse
Response Time Guarantee: 24 hours max, typically same-day. Urgent issues during business hours: immediate phone pickup.
🎓 2. Free Business Coaching
Every customer gets access to:
- Startup Consulting: Store size, initial pallet mix, layout
- Pallet Mix Optimization: Adjust based on your sales data
- Pricing Strategy: When to deviate from standard markdown
- Seasonal Planning: What to stock, when to order
- ROI Tracking: Calculate profit per pallet type
- Scaling Guidance: When and how to grow
Why It's Free: When you're profitable, you order more pallets. We're incentivized to help you succeed.
👥 3. Operator-to-Operator Advice
You're not talking to customer service reps—you're talking to people who:
- ✅ Operate 3 successful bin stores daily
- ✅ Use the same pallets we sell to you
- ✅ Know bin store challenges firsthand
- ✅ Have made (and learned from) every mistake
- ✅ Track what's working across 150+ customers
Real Experience: We're not reading from a script. We're sharing what actually works in our own stores.
🔧 4. Proactive Problem-Solving
We don't wait for you to ask—we reach out when:
- Your order pattern changes (potential issue?)
- Seasonal inventory opportunities arise
- We get exceptional pallet categories
- Delivery delays might impact your schedule
- We notice optimization opportunities
Partnership Mentality: We monitor your account and suggest improvements before problems emerge.
⚡ 5. Crisis Response Authority
When emergencies happen, you need someone who can make decisions NOW:
- Damaged pallet? Immediate replacement approval
- Delivery truck breakdown? Re-route or refund
- Quality issue? Direct resolution, no tickets
- Last-minute order change? We accommodate
Decision Authority: The person answering your call can solve your problem without escalations or approvals.
📊 6. Data-Driven Recommendations
We track performance across our customer base:
- Which pallet types sell fastest in your region
- Seasonal trends from similar-sized stores
- ROI benchmarks by store size
- Common mistakes new operators make
- Best practices from top performers
Collective Wisdom: You benefit from insights gathered across 150+ successful bin stores.
🎯 Support Philosophy in One Sentence:
"We treat you like a business partner, not a transaction."
Call (803) 226-3351 right now and experience the difference.
💼 5 Types of Support You Actually Need (And How TBS Delivers)
Good customer support isn't just answering phones. Here are the five categories of support bin store operators actually need—and how TBS delivers on each.
1️⃣ Transactional Support: Orders & Logistics
What you need help with:
- Placing orders and checking inventory availability
- Scheduling pickups or deliveries
- Payment processing and invoicing
- Tracking shipments
- Updating account information
✅ How TBS Delivers:
- Call, text, or email orders – we accommodate all methods
- Real-time inventory updates (not outdated auction listings)
- Flexible pickup times at Augusta warehouse
- Same-day or next-day order processing
- Direct communication (no waiting for sellers to respond)
2️⃣ Technical Support: Product & Quality Issues
What you need help with:
- Damaged pallets or inventory
- Missing items or incorrect manifests
- Quality concerns (higher % of unsellable items than expected)
- Discrepancies between description and actual pallet
- Returns or replacements
✅ How TBS Delivers:
- Immediate phone support for urgent quality issues
- Photo submission via text for quick evaluation
- Direct decision authority (no "let me check with my manager")
- Fair resolution: replacement pallets, credits, or refunds
- We stand behind our inventory (because we use it ourselves)
3️⃣ Strategic Support: Inventory Planning
What you need help with:
- Which pallet types to order for your store size
- How many pallets per week to maintain inventory
- Seasonal planning (when to stock Halloween, Christmas, etc.)
- Balancing pallet categories for customer variety
- Adjusting mix based on sales performance
✅ How TBS Delivers:
- Free pallet mix consultation based on your sq ft and demographics
- Recommendations from our own stores' performance data
- Seasonal forecasts and ordering timelines
- Ongoing adjustments as your business matures
- Access to what's working for similar-sized stores in your region
4️⃣ Educational Support: Business Coaching
What you need help with:
- Bin store pricing strategy ($6→$1 markdown model)
- Store layout and bin arrangement
- Marketing and customer acquisition
- ROI tracking and profitability analysis
- Staffing and operational efficiency
- Scaling from part-time to full-time operation
✅ How TBS Delivers:
- Free coaching calls with experienced bin store operators
- Share our own stores' strategies (pricing, layout, promotions)
- Visit our retail locations to see operations in action
- Blog content and guides at shopbinstores.com/pallets/blog
- Introductions to other successful TBS customers in your area
5️⃣ Growth Support: Scaling & Expansion
What you need help with:
- When to increase pallet orders (10→20 per week)
- Transitioning to truckload orders for volume discounts
- Opening a second location
- Hiring and delegating operations
- Building systems for consistency
✅ How TBS Delivers:
- Truckload pricing and logistics guidance (24-26 pallets)
- Financing options for large orders
- Growth planning from operators who scaled to 3 locations
- Case studies from customers who've successfully expanded
- Direct line to Mike Tarantino (407) 675-7045 for strategic decisions
💡 The Reality: Most liquidation suppliers only provide #1 (Transactional Support). TBS provides all five because we're operators who understand what you actually need to succeed.
💸 The Hidden Cost of Bad Customer Support
Poor customer support isn't just frustrating—it's expensive. Here's what bad support actually costs bin store operators:
💰 Lost Revenue from Delayed Resolutions
Scenario: Quality issue on Monday, ticket response by Thursday, resolution by following Tuesday. You've missed an entire week of sales.
Cost: $1,500-3,000 per incident (one week lost revenue)
📉 Suboptimal Pallet Mix
Scenario: No guidance on pallet selection. You order wrong mix for 12 weeks before figuring it out yourself. Revenue is 30% lower than it should be.
Cost: $3,600-7,200 over 12 weeks (30% revenue loss)
⏰ Time Wasted on Support Runaround
Scenario: Spend 2-3 hours per week submitting tickets, following up, escalating issues, dealing with generic responses that don't solve problems.
Cost: 100-150 hours/year (your time is worth $25-50/hr = $2,500-7,500)
❌ Failed Business Due to Lack of Guidance
Scenario: New operator makes avoidable mistakes (wrong pallet mix, poor pricing strategy, bad seasonal planning) because supplier offers no coaching. Store closes after 8 months.
Cost: Total initial investment ($15,000-30,000) + opportunity cost
🔄 Switching Costs
Scenario: After 6 months of frustration, you switch suppliers. Learning new system, adjusting to different inventory quality, downtime during transition.
Cost: $1,000-2,000 in transition time + 2-4 weeks adjustment period
😤 Stress & Burnout
Scenario: Constant frustration dealing with unresponsive support, generic answers, long wait times, and problems that never get properly resolved. You're stressed, exhausted, and questioning whether the business is worth it.
Cost: Immeasurable—mental health, quality of life, passion for your business
📊 Total Annual Cost of Bad Support
$8,600 - $20,200+ per year
This assumes only moderate issues. Severe problems (business failure, major quality incidents) can cost tens of thousands more.
✅ Meanwhile, TBS support is included FREE with every pallet order. The difference pays for itself many times over.
🗣️ Real Support Stories from TBS Customers
These are actual scenarios where TBS customer support made the difference between success and failure.
📞 Story #1: The Saturday Morning Crisis
Customer: Rachel P., Greenville SC (1,400 sq ft store)
Issue: Saturday 7am—opening day. Delivery truck broke down overnight. 12 pallets stuck in transit. Store opens in 2 hours with almost no inventory.
✅ TBS Response:
Rachel texted (803) 226-3351 at 7:05am. Mike saw message by 7:30am and immediately called back. He pulled 8 pallets from Augusta warehouse, arranged personal delivery with his truck, and had them at Rachel's store by 10am—30 minutes before opening. Store opened with adequate inventory. Weekend saved.
"Mike personally drove pallets to my store on a Saturday morning. That's not customer service—that's partnership. I'll never order from anyone else." – Rachel P.
🎓 Story #2: The New Owner Who Almost Quit
Customer: James K., Columbia SC (first-time bin store owner)
Issue: After 6 weeks, revenue was 50% below projections. James was losing money, stressed, and ready to close the store. Didn't know what he was doing wrong.
✅ TBS Response:
James called asking to cancel upcoming orders. Instead of just processing the cancellation, we asked questions. Discovered his pallet mix was heavily weighted toward expensive electronics (slow turnover) with almost no high-volume clothing. His pricing strategy was also wrong—starting too low on Day 1.
We spent 45 minutes coaching him: shifted mix to 50% clothing, 30% AMZ Mixed, 20% Premium. Adjusted pricing to start higher. He implemented changes immediately. Revenue jumped 70% within 3 weeks. Store is now thriving (10 months later, $22K/month).
"TBS saved my business. Other suppliers would've just canceled my order and moved on. They actually cared whether I succeeded." – James K.
📦 Story #3: The Quality Assurance Win
Customer: Maria T., Augusta GA (2,200 sq ft store, TBS customer for 18 months)
Issue: One of her weekly AMZ Premium pallets arrived with unusually high percentage (30%) of unsellable items—far above the typical 5-10%. Clear quality control issue.
✅ TBS Response:
Maria texted photos Wednesday morning at 10am. Mike called back by 11am, reviewed photos, and immediately approved full credit ($375) plus offered replacement pallet at no cost. Credit applied to next order, replacement delivered Friday for weekend restock.
But here's the key: Mike also investigated WHY it happened. Turned out that specific batch from one of our suppliers had quality issues. We immediately stopped ordering from that source and notified other TBS customers who'd received pallets from the same batch.
"The speed and fairness of resolution was impressive, but I was even more impressed that they fixed the root cause so other customers wouldn't have the same problem." – Maria T.
🔍 How to Evaluate a Liquidation Supplier's Customer Support
Before committing to a liquidation supplier, test their customer support quality. Here's a checklist:
✅ Pre-Purchase Support Test
Do these things BEFORE placing your first order:
1. Call Their Listed Phone Number
- Do they answer? Or just voicemail?
- How long until callback? (TBS: same day)
- Who answers? (TBS: actual operators)
- Can they answer bin-store-specific questions?
2. Ask Detailed Business Questions
- "What pallet mix would you recommend for my 1,500 sq ft store?"
- "How do you handle damaged pallets?"
- "Can I visit your warehouse before ordering?"
- "Do you offer business coaching or just sell pallets?"
Generic/evasive answers = red flag. TBS provides specific, actionable advice.
3. Test Their Response Time
- Submit a contact form or email with questions
- Track how long until response
- Evaluate quality of response (generic vs personalized)
- TBS standard: 24 hours max, usually same-day
4. Check Their "About" Story
- Do they operate their own stores, or just sell pallets?
- Are real people named? (TBS: Mike Tarantino, team photos)
- Physical address listed? (TBS: 4304 Sudan Dr, Augusta GA)
- Can you visit in person?
https://shopbinstores.com/pallets/liquidation-supplier-with-customer-support/
