Everything But the House

Mr [redacted] ,We sincerely apologize for the items lost in transit Our logistics team works hard to fulfill all invoices properly, but obviously we had issues with your orders We will never claim to be absolutely perfect, but all we can do is make it right It has been discussed internally and actions to correct the issue have been put in place It is my understanding that the same day this complaint was filed our customer service team issued you a refund for the items I have also authorized a $gift card to be issued for your time Please enjoy bidding with EBTH again!Sincerely, [redacted] Partner

[redacted] ***,We make every effort to make pickups as efficient and accurate as possibleOur [redacted] team member, ***, made special arrangements to arrive early the day of pickup so that you could pickup before all other customers due to your large number of items In doing so, [redacted] made every effort to check off each item as you received it, and felt confident that everything was given If a few items were missed, which can occasionally happen, we sincerely apologize A refund of $for those items has been processed to your card as the items were not present at the home after all items were picked up In the future, we are more than happy to go through items individually with you at future pickups to ensure that everything is accounted for properly.Thanks for bidding with EBTH!The EBTH Team

[redacted] purchased wrist watches from the [redacted] , [redacted] sale that closed on November 12th, After attending the pickup on November 13th, [redacted] was unintentionally provided a bag containing all but of his itemsHe realized that he was missing two items and immediately sent a correspondence to our customer service department on Friday, November 14thOn Monday, November 17th, we inquired with the coordinator of the sale about the missing items and followed up with the customer stating that we have initiated contact and are awaiting a solution.The coordinator of the sale responded letting us know that she is getting in touch with another customer, who she believed the items were given to by mistakeThe coordinator then brought a box containing these items back to our showroom on Friday, November 21stThis act was not immediately communicated with the customer service departmentUpon receiving [redacted] feedback, our customer service associate immediately called and left a message using the contact information provided [redacted] returned our call shortly thereafter At this point, the customer service department was not aware of the status of the items whereabouts Therefore, we completed a full refund for both itemsWe also provided [redacted] with a $gift card to his account for any inconvenienceOn November 25th, the supervisor of the aforementioned coordinator brought the items to our customer service department and we arranged for free overnight shipping for the two items We also chose to let the refund stand Our customer service department left a message with a member of [redacted] family alerting them to the shipping update.Although we strive for perfection at EBTH and are always implementing systems to improve the customer experience, we still suffer from the occasional unintentional mistake due to overwhelming logistical challenges That being said, we pride ourselves on resolving any and all issues to our customer's satisfaction and strive to provide outcomes that not only provide a fair resolution, but moreover an exceptional one.Best wishes,*** [redacted] PARTNER/FOUNDER/CHIEF LEARNING OFFICER EVERYTHING BUT THE HOUSE®p: ###-###-#### | e: [redacted] w: www.EBTH.com | View Current Sales

[redacted] , Please check your credit card statement The amount was refunded to your [redacted] Here is refund associated that was issued on 10/22/which was the date you filed the complaint 10/22/5:PM Refund (via [redacted] ) Refund Adjustment # [redacted] $ It should have been reflected on your statement within a week of that date Also, if you check your invoice on your account in our system, you will see the invoice was paid via a credit and not a credit card payment We did follow through as promised Sincerely, EBTH

Mr***,Our team at EBTH takes pride in working diligently to deliver items to our customers Unfortunately, there are times in logistics when items simply get lost in transit with a shipper You can rest assured that theft did not take place In instances where items are lost by a shipping or transfer company, all we can do is refund the money and work to make you a satisfied customer It is our understanding that your wife actually purchased these items and that our President has called her and discussed the matter He listened to her feedback and we have taken it to heart Hopefully this has addressed the matter and we look forward to having you as a customer in the future[redacted] Partner

***Our President *** *** and our Logistics Director *** *** will contact you directly Our shipping is unique in that our items are not boxed and are being moved from estates to shipping facilities which takes extra time In upgrading our system, we had a challenge in data
flow that you brought to our attention which resulted in your delayed shipments We are working to correct the matter currently I understand that you received both of your shipments today In no way was anyone trying to avoid you We were investigating the matter and hopefully have resolved it to your satisfaction.Thanks for bidding with EBTH!*** ***Partner

*** ***We apologize if there was any confusion here If an invoice was submitted, it did not make it to our accounting department that handles all distributions I have directed them to cut a check to your attention for the $100.*** ***Chief Financial Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I received a check this week.Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Mr. [redacted],We sincerely apologize for the items lost in transit.  Our logistics team works hard to fulfill all invoices properly, but obviously we had issues with your orders.  We will never claim to be absolutely perfect, but all we can do is make it right.  It has been discussed...

internally and actions to correct the issue have been put in place.  It is my understanding that the same day this complaint was filed our customer service team issued you a refund for the items.  I have also authorized a $50 gift card to be issued for your time.  Please enjoy bidding with EBTH again!Sincerely,[redacted]Partner

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10578959, and find that this resolution is satisfactory to me. 
We do and will look forward to doing business in the future but at this time only local,non-reliant on shipping, I hope this will help with EBTH develope an improved protocall for new policy.
Regards,
[redacted]

[redacted] purchased 12 wrist watches from the [redacted] sale that closed on November 12th, 2014. After attending the pickup on November 13th, [redacted] was unintentionally provided a bag containing all but 2 of his items. He realized that he was missing two items and immediately sent a...

correspondence to our customer service department on Friday, November 14th. On Monday, November 17th, we inquired with the coordinator of the sale about the missing items and followed up with the customer stating that we have initiated contact and are awaiting a solution.The coordinator of the sale responded letting us know that she is getting in touch with another customer, who she believed the items were given to by mistake. The coordinator then brought a box containing these items back to our showroom on Friday, November 21st. This act was not immediately communicated with the customer service department. Upon receiving [redacted] feedback, our customer service associate immediately called and left a message using the contact information provided. [redacted] returned our call shortly thereafter.  At this point, the customer service department was not aware of the status of the items whereabouts.  Therefore, we completed a full refund for both items. We also provided [redacted] with a $50 gift card to his account for any inconvenience. On November 25th, the supervisor of the aforementioned coordinator brought the items to our customer service department and we arranged for free overnight shipping for the two items.  We also chose to let the refund stand.  Our customer service department left a message with a member of [redacted] family alerting them to the shipping update.Although we strive for perfection at EBTH and are always implementing systems to improve the customer experience, we still suffer from the occasional unintentional mistake due to overwhelming logistical challenges.  That being said, we pride ourselves on resolving any and all issues to our customer's satisfaction and strive to provide outcomes that not only provide a fair resolution, but moreover an exceptional one.Best wishes,[redacted]PARTNER/FOUNDER/CHIEF LEARNING OFFICER EVERYTHING BUT THE HOUSE®p: ###-###-#### | e: [redacted]w: www.EBTH.com | View Current Sales

We settled this with [redacted]  Below was the email sent to her on October 22nd.
 
I spoke with our customer service team.  We are refunding your money on these items and are sorry for any confusion that you felt.
We take great pride in our efforts to describe items and do the...

best that we can.   I personally reviewed the listing with our content editors and feel that the listing was in line with industry standards.  Just so you know, our listings will call out items of value when they are made of precious metals or gems.  Terms like silver tone, electroplate, stainless steel are used industry wide to signify costume jewelry.  Also, the title of the item "Collection of Rings" does not call out any significant value for the lot.
Eight rings for $42 in and of itself speaks to the fact that our roughly 70,000 users did not see the listing as misleading or else bids would have been much higher.  I call this information out not to be confrontational, but to use it as an opportunity to give you insight to the listing process.
Again, the EBTH team strives to be fair in our listings.  It has been discussed internally for potential improvement opportunities. 
Thanks for bidding with EBTH!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I cannot not address all failings of EBTH in this complaint.  This is simply concerning the damaged lamp with missing parts returned to me after being in EBTH's possession for nearly 3 months.   The selling representative [redacted] was amazing.  The lamp is sea turtle and [redacted] stated EBTH could not decide weather it was turtle or tortoise.  He also stated EBTH needed to step up and be responsible for damaging my property and loosing pieces of it.  He said he was frustrated and felt terrible and if they wish to handle expensive items need to stand behind their care of them.  I had extended my insurance to cover my items through the stated auction dates and then some. I could not foresee having to cover all items for over two months beyond the sale date nor was I wanted I would need to.  Once again had my item been returned in a reasonable amount of time my insurance would cover have covered their negligence.  Not being informed of snake and lost pieces, receiving the item three months after EBTH took possession has left me uncovered.  With regard to misrepresentation of the item numerous photos, EBTH staff inspection prior to acceptance, and numerous comparables were sent.  I am a permanent NYC resident as well so I am unsure what the business is treating to prove.  With regard to other damaged items they were repaired and sold for which EBTH made a nice profit.  I can get into how they handled the main auction with incorrect descriotions, wrong artists names etc and site crashes another time.

[redacted],We make every effort to make pickups as efficient and accurate as possible. Our [redacted] team member, [redacted], made special arrangements to arrive early the day of pickup so that you could pickup before all other customers due to your large number of items.  In doing so, [redacted] made every...

effort to check off each item as you received it, and felt confident that everything was given.  If a few items were missed, which can occasionally happen, we sincerely apologize.  A refund of $78 for those items has been processed to your card as the items were not present at the home after all items were picked up.  In the future, we are more than happy to go through items individually with you at future pickups to ensure that everything is accounted for properly.Thanks for bidding with EBTH!The EBTH Team

The requested amount of refund has been credited to the respective invoice.  We apologize for the inconvenience.  Our shipping provider was updating their database which caused the larger fluctuation in price.  Please understand however that our shipping estimates may change slightly...

during the bidding process as the final bid amount determines shipping insurance cost.  Thanks for bidding with EBTH!The EBTH Team

Mr. [redacted],Our team at EBTH takes pride in working diligently to deliver items to our customers.  Unfortunately, there are times in logistics when items simply get lost in transit with a shipper.  You can rest assured that theft did not take place.  In instances where items are lost by...

a shipping or transfer company, all we can do is refund the money and work to make you a satisfied customer.  It is our understanding that your wife actually purchased these items and that our President has called her and discussed the matter.  He listened to her feedback and we have taken it to heart.  Hopefully this has addressed the matter and we look forward to having you as a customer in the future.[redacted]Partner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
The refund was never issued as of November 12. 2014. I did indeed receive a response from the business asuaging me they would make adjustments in future copy and issue a refund. Future ads have been adjusted - which is fantastic! However, the business has not issued a refund or credit.
 
Please address, advise.
Regards,
[redacted]