Thank you for the opportunity to respond to these concernsThe invoice in question, [redacted] , was purchased by [redacted] Ms [redacted] purchased two unframed prints for $She was charged $for shipping and $for taxShe reached out to our customer service department on 3/requesting a lower shipping quote on invoice [redacted] Our customer service representative had the shipping department look into the price and was unable to lower it, which she let her know on 3/20.Upon receipt of this claim, we looked deeper into the items on this invoiceFor both items, there was a coding error when the items were put in for shipping, which we weren’t able to see in the first look at the invoiceWhen the error was corrected, shipping was lowered to $25.31.Ms [redacted] has been refunded $109.36, which is the difference in shippingThank you for your consideration,EBTH
[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 [redacted] , and find that this resolution of $refund is satisfactory to me I do not agree that the pictures represented the actual item fairly and hope that EBTH takes this experience to improve their listings However, I do not want to drag this on further and will agree to the $refund offered by EBTH Regards, [redacted]
***,Good speaking with you.We have reached out to [redacted] on six occasions to speak with [redacted] at [redacted] We refunded $for shipping on 6/9/to the card ending in *** She had missed the pickup and we even gave her the option to pickup in the [redacted] Showroom She has challenged the fee with her bank, so we have the $on hold until the bank issues a resolution.Hope this is helpful Here is a backend view from our internal system showing our actions Thanks!SEE ATTACHED PDF
Thank you for the opportunity to respond to these concernsMr [redacted] purchased an antique cabinet and an antique pie safe for $on 8/6, invoice B- [redacted] The piece was available for free pickup from the seller’s property on 8/from 4:pm to 7:pmMr [redacted] called our customer service number on 8/to inquire about pickupHe hoped to pick the piece up during a different time, as he had not realized that there was a scheduled time and dateThe customer service representative with whom he spoke explained that, because the pickup was at the private business of the seller, the pieces would only be available for pickup during the scheduled timeShe explained that this information was available on the website during the live bidding for the itemMr [redacted] expressed his frustration and that he did not find this to be easily locatable informationWhen an item is available for pick up, all available fulfillment options are listed to the right of the item photoTo illustrate this, we have included a screen shot of an item that is available to be picked up from a personal property sale, like the pieces purchased by Mr [redacted] As can be seen in the screen shot “Pickup Collapsed.jpg,” the “Pick It Up” option has a small plus sign to the right of itThis is a standard symbol which indicates that a collapsed information box must be expandedWhen that plus sign is clicked, the box expands and the pickup information can be seen, as is shown in screenshot “Pickup Expanded.jpg.” Per his conversation with our customer service department, Mr [redacted] contends that this is too complicated and that only a skilled user would know how to view thisWhen bids are placed on EBTH, a pop up window opens before the user is allowed to bidThis window forces the user to select a fulfillment option for the item they are planning to bid onAs can be seen in screenshot “Pickup Bid Unselected.jpg,” this window has a radio button next to each fulfillment option and the options look exactly the same as they do on the item pageWhen a user selects the pickup option as their fulfillment option, the option automatically expands, showing the user the scheduled pickup time and date, as can be seen in the screen shot “Pickup Bid Selected.jpg.”Per our terms and conditions, “By placing a bid, you expressly agree that if you are the winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped itemsIt is your responsibility to understand the pickup and delivery options and costs for each item before you place your bid.” Because this information was available to Mr [redacted] in a clear way before he placed his bid, we cannot reimburse him for his gas, time or work.Thank you for your consideration, EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The business has agreed to refund me for the purchase of the damaged items and has also provided me with a gift card for the previous items that were damaged by their stickers.I spoke with [redacted] and he was very understanding and great to work with They are lucky to have such a good guy on their team Regards, [redacted] ***
Thank you for the opportunity to respond to these concernsMr [redacted] won a 13” [redacted] laptop on 6/for $525, invoice B- [redacted] With shipping and sales tax, his final total was $Mr [redacted] was one of five bidders bidding on this pieceThe first bid for this piece was placed by another bidder on 6/at 10:am for $with a maximum bid of $Mr [redacted] placed a bid on 6/at 11:am for $with a maximum bid of $Over the next six days, during which time Mr [redacted] could have edited this maximum bid, the maximum bid continued to outbid every bid placed by the appropriate minimum incrementWe have attached a screen shot of the bidding and a screen shot of the winning bid with Mr [redacted] ’s invoice number highlightedAll names other than Mr [redacted] ’s have been blacked outOn 6/21, Mr [redacted] reached out to our customer service team and let them know that he felt there had a mistake in his biddingThe customer service representative reached out to our fraud team, who verified that each bid was made from the same [redacted] and IP address associated with the regular activity on Mr [redacted] ’s accountBased on this, there is no indication that the bidding was not intentionalPer the terms and conditions, “When submitting a bid, you must raise the bid by a minimum established incrementBid increments can be found hereYou may elect to raise the bid by more than the required minimum by entering a higher bid in the "Your Minimum Bid" boxIf you enter a higher minimum bid and your bid is the winning bid, you agree to be bound to your bid amount, regardless of any other previous bidsYou may also elect to enter a proxy bid in the "Your Maximum Bid" boxIf you enter a maximum bid, the system will automatically raise your bid by the specified increments if you are subsequently outbid, up to your designated maximum bid amount ("Maximum Bid")Furthermore, “The system will permit you to raise your own bid by rebidding on the same itemThis is to permit you to raise the price of an item out of the reach of other biddersIf you rebid on an item, your new bid is bindingIf you are the current high bidder and want to increase your maximum bid without increasing the current bid, you must use the "Edit Max" function.” The “Edit Max” function also allows users to lower a maximum bid to as low as their current bidIn the days Mr [redacted] held the maximum bid on EBTH, he did not make any attempts to change or edit his maximum bid amountThe bid was placed from his IP address and there was no indication that it was not intentionalAs such, we are unable to allow Mr [redacted] to return the piece for a refundThank you for your consideration,EBTH
[redacted] We have reviewed this concern Your account was listed under another person's name, so this was causing some of the confusion I have spoken with the General Manager in Columbus and he stated what you said is accurate Our team has requested a check to be sent to you We will make sure this is remedied Thank you[redacted] 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.]I am rejecting this response because EBTH has never been a professional and ethical companyThey led me down a golden path until I did sign the contract then I found out about the lies, deceit and non-communication they are so good atOnce I signed the contract my [redacted] - [redacted] collection was basically put into a bargain basement at a thrift store, not the "Premier" auction house as advertised or stated to me in numerous emails and conversationsWhen I complained and expressed my concerns, communication from the EBTH representatives ceasedAs I stated before, there is still emails that are unanswered from the third day of the auctionThey have not addressed this complaint, all they have done is lie to the Revdex.com and meI have never seen such an unprofessional companyThe representatives that were sent to my home actually dropped one of the items taking it to their vanWhen the items were returned to me the items that I described previously were destroyed rendering them worthlessThey have not offered any compensation or resolution although they shouldWhat happened to the ethicsDo the right thing EBTHYou are far, far away from being professionalThere are still items missing that I submitted for auction.Sincerely devastated, [redacted]
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 As I stated previously, I placed one bid for $ I did not identify a maximum and I did not authorize increasing my bid, regardless of the activity of other bidders I bid $ It was my first experience with EBTH and I had no expectations of the outcome of my bid, other than the obvious: if no one bid more than $40, I would win; if someone bid more than $40, I would lose The company has sent me the same documentation they sent the Revdex.com, but the fact remains, I NEVER INCREASED MY BID If they have set their system to automatically accomplish that, I find it to be unconscionable Their response has NOT resolved my complaint I will be satisfied when I am afforded the opportunity to return the item for a full refund, including shipping Thank you for your continued assistance and Regards, [redacted] ***
Here was my response today We wish to work towards resolution for [redacted] :Hello [redacted] ,Yes, let’s get this resolved We want you to have fun with EBTH! Stress and trauma is never a response we want when getting your purchases! If you can just email the pictures to me, I’ll confirm when I receive them How close are you to [redacted] ? Please note, we will never make a customer suffer based on a mistake made by EBTH or an EBTH vendor We will 100% make this right!I look forward to the pictures Can you also include the item numbers too so I know what I’m looking at? At the end of this, I believe you will be having fun again on EBTH!
Ms [redacted] has been fully refunded her shipping charges We have banned her account based on her interactions with our staff I've reviewed her call with our Customer Service staff and neither Brooke, nor I (David [redacted] ), have stated we tax shipments We do speak there is a charge for insurance that increases based on the final auction value.Businesses are required to charge sales tax in states where they have sales tax [redacted] (i.epresence.) So this is the reason she was charged sales taxAlso, sales tax is based on the shaddressSo if you live in a state with no sales tax (or exempt sales tax), but order something to be shipped in a state that does have sales tax, you may be charged sales tax based on the sales tax rate at the address where you ship the itemIt is important to realize which state the company has ***, or a presence, in when creating shippingRegardless if the items are non taxable when picked up at the property, they become taxable once shipped to a state where EBTH has a presenceThese states are:GeorgiaTexasMarylandFloridaSouth CarolinaNorth CarolinaColoradoIndianaCaliforniaKentuckyOhioIllinoisMassachusettsTennesseeNew YorkWashington, DCAdditional information: https://www.sba.gov/content/collecting-sales-tax-over-internet Thank you,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.] As you can see from the screen shots, there were different addresses in the post When the moving crew went out the next day, they were able to get there by contacting the person at the location, which they did not have on the first attemptAs a result, I incurred an additional $charge in moving costs I would like that amount refunded Regards, [redacted] ***
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] Does your business not know how to read English!?! I have stated from the start of this complaint, that I am missing lot [redacted] and in my last response I added the word whole before the lot number; meaning I DID NOT RECEIVE ANYTHING FROM THAT LOT AT ALL!!! If I was only missing a certain item or more I would have specified that from the start! I do not know what your business did with this lot that I purchased but I suggest you find out!
Thank you for the opportunity to respond to your concernsAfter reviewing [redacted] ’s invoices, we do see that she has had a considerable number of shipments arrive damaged or go missingWe do offer our most sincere apologies for thisAs a customer since July 2014, [redacted] has seen first hand our shipping methods change and the efforts we’ve made to improve themThat said, we are continuing to work hard to improve our shipping methodsOur current policy is to issue a refund and file a claim in the event of a missing or broken itemEach time there has been an issue, we have issued a refundAdditionally, we offered you a large amount of courtesy shipping early this yearWe would like to offer you a gift card and an invitation to shop with us againThanks for your consideration,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 It is a lawyer's world and ETBH have covered themselves nicely which is not surprising So I will have to let them win this time but will never do business with them again I can only advise others not to use them when given the opportunity Their on-line pictures really vary and cannot be considered accurate I should have looked at other customer comments on-line before I did business with them ETBH as their reputation I have discovered is less than sterling So I have just thrown approximately $down the drain Welcome to our new world of business where the customer does not matter and purhases at their own risk!
Hello,We have reviewed your tickets We had an error in our tracking system, so it wasn't reflecting on our website This is not your problem We see you have been working with Stephanie and here is the tracking number: [redacted] We will also refund your shipping charges and issue you a $gift card We apologize for the issues and delay Thank you for understanding.EBTH [redacted] VP of EBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a women’s curly Persian lamb fur coat for $on 12/6, invoice B- [redacted] With shipping and sales tax, her final invoice total was $432.06.Ms [redacted] contacted EBTH customer service on 12/to inquire as to the condition and description of this piecePer her conversation with our customer service team, she was concerned that the coat crackled when it was taken out of the box because the leather was in poor conditionThe customer service team reached out to our fashion team, who reviewed this piece, and the fashion team agreed to allow the piece to be returned for reevaluationEBTH received the coat on 12/and it was taken to the fashion team for evaluationOur fashion team was able to determine that this coat likely dated to the late 1980s and that the crinkling noise was from the facing in the collar and part of the construction of of the pieceThe customer service representative called Ms [redacted] to relay this information and told her that we would be happy to offer a partial refund to have the shoulder pads removedWhen listing clothing, we do frequently list items as vintage when we are able to definitively pinpoint the period in which a piece was manufacturedThat said, the designation of “vintage” is left to discretion of our fashion team who evaluate our listingsIf the team is unable to definitively age a piece, they do not put the “vintage” designation on that pieceFor this coat, the fashion team believed it to be from the late 1980s, but were unable to say that definitely, so the designation of “vintage” was left offEBTH has sold several curly Persian lamb wool coats in the past and, as always, the value has been determined by our biddersThe coat purchased by Ms [redacted] sold for $because that is what our auction market determined it was worthWhen Ms [redacted] expressed her concerns with this piece, we authorized a return for reevaluationOur fashion experts determined that the piece was listed properly and it was returned to Ms [redacted] We are happy to refund Ms [redacted] $to offset the cost of the removal of the shoulder pads, as that is a concern she has had with the style of the piece, but we are unable to refund her in full.Thank you for your consideration,EBTH
Thank you for the the opportunity to respond to these concerns.Mr [redacted] purchased a first-generation [redacted] from sale # [redacted] for $on May 9th, He received the item by mail on May 17th and e-mailed Customer Service on May 18th to let us know that the item did not workSpecifically, he stated that the item did not power on and that he took it to an [redacted] store, where he was informed that the power button was defectiveIn the description, EBTH listed that this item turns on but was not tested further, so we allowed the customer to return the item for a reviewItem was returned back to EBTH, placed in our returns queue and was reviewed in the order that it was receivedWhen reviewed, the item powered on immediately when plugged in to chargeAfter being fully charged, the item was reviewed for further inspection; it was discovered that the power button did not workIn the original listing, EBTH states that this item “powered on, but [is] otherwise untested.” Mr [redacted] originally reached out to say that the item did not turn on, however, it was proven otherwise after being reviewed by customer serviceNo further claims we made regarding the functionality of this piecePer our terms and conditions, “All items are sold “as is” and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touor repairs prior to use and the available information about these items may be limitedEBTH will not list every flaw associated with each item as these are to be expectedIn the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the descriptionEBTH will provide descriptions based on its assessment of an itemHowever, you should not assume that our assessment of condition will be the same as your assessment.”We are unable to offer Mr [redacted] a refund for this pieceThank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concernsWe checked with the team at [redacted] ***, who told us that nothing was left behindAdditionally, we had our logistics team check in every possible location for -but it could not be locatedSince Ms [redacted] did not receive the item, we have refunded her $purchase priceWe will also refund $32.65, which is half of her shipping price, and all associated sales taxThe total refund is $206.62We appreciate Ms [redacted] ’s patience with us on this matterThank you for your consideration,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 wholeheartedly reject the response from EBTH, not only as an unsatisfactory resolution to the complaint, but also as a completely account of the situationNot only have they defrauded me but now they have also libeled meI absolutely wanted the chair in question as it was represented on-line with a description of “good” with only “wear to sides” From looking at the only photos provided by EBTH the chair appeared to have pills to the fabric on the side and otherwise appeared to be in good conditionIn fact when this item was first posted there were other photos included in the write up which showed obvious cuts in plain white material which didn’t have the pattern of the chair and so I assumed they might be from the bottom of the chairI reached out to customer service on 3/23/to find out if, in fact, these photos showed the bottom of the chair because I wasn’t going to bid on an item that had such damage They initially responded 3/23/at 2:PM “Thank you for taking the time to contact us at EBTH.com! One of our agents is looking into it and we will get back to you within hours!” Only after I received an email back from them on 3/24/at 9:AM confirming that the tears were not for this item: “ Thank you for contacting EBTH! The last two photos are from a different item and will be taken down! Thank you for bringing that to our attention!” that I decided to start bidding on the chairMy first bid for the item was on 3/24/at 11:59:AM I have been furnishing my new house and wanted the chair for my guest bedroom (In fact, I would still take the same Jonathan Adler chair for the same price IF it was in fact in good condition)On 4/1/I drove to the warehouse/self-storage facility in a snowstorm to pick up the item because I wanted the itemI brought layers of protective wrap for the item: a large clean white sheet, a thick blanket-type covering with water resistant surface, and an official moving blanketI also had large rolls of bubble wrap to use to protect the sides in the car from any minor movement while driving I am extremely careful with and respectful of people’s belongings and have always used the same care when picking up other items I have purchased from EBTH.The EBTH representative, Helgi, brought the chair out to the front of the storage facility and it was only AFTER I looked over the chair and saw how dirty it was and that it actually had noticeable holes in the side (not just wear with pills to the fabric surface) and realized that the item had been completely misrepresented on line with the photos and description, that I told him that I didn’t want the chair and wanted a refundI explained that the EBTH photos and description were extremely misleading and did not reflect the actual condition: There is no mention of how dirty the item is in the description despite the fact that EBTH routinely comments on this when an item is very dirty or is stained and "would benefit from cleaning" The photos of this chair hide the extent of the damage to the side where there are actual holes in the fabric where stuffing is exposedI told him I would never had bid on this item at all with the proper description and accurate photo renderingsHelgi said that the condition of the “item was accurate : good because as long as it is STRUCTURALLY good then the item is in good condition" - nothing else is relevantSo as long as the chair isn't wobbly or doesn't collapse when you sit in it, it is in good conditionFor an all fabric chair it doesn't matter what the condition is of the outside of the chair, if the item would need to be completely reupholstered, has holes in it or if it is extremely dirty, as long as you can sit down on it and "use it as a chair" it is in good conditionEven if it is worthlessIn fact he said he has instructed all of his Boston employees NEVER to comment on the cleanliness of an item and has told them NEVER to put "item would benefit from cleaning” because it is against the rulesI said many items listed on the EBTH site, including items currently up for bid today (4/1/17) - chairs, couches, rugs etc - say " would benefit from cleaning", "stains to fabric", etc to inform the customer of the condition of an item and therefore when absent one could also conclude that it is not in this conditionAlso other items on EBTH specifically list when there is pet hair on an item or it it has come from a household with animals - there is clearly thick pet hair on this and I am allergic to catsHe had a computer on site and I offered to show him examples of current items with these exact details but he declinedI have included a few of these examples in my attached documents He said anyone who puts any of the above descriptions into the online description is "wrong and shouldn't be doing this and is NOT FOLLOWING COMPANY POLICY” In fact, this is not the case and in fact it is HE who is not following company policy and precedentOne cannot routinely comment on these details such that it is standard practice or to be expected, and then have him completely refuse to do so in the Boston marketHow could anyone make any guess as to the condition of the item if the condition is purposely not given or hidden? This is not a fair or equal marketplace Why not include in the description - torn fabric, holes in the fabric, needs to be cleaned - unless they are purposely trying to mislead? Why not show accurate photos online - unless they are purposely trying to mislead? Yes, Helgi and I disagreed over whether or not it is against company policy to include such information regarding the outside condition or cleanliness of an item ( not just the structure of a piece) in the write up which he claimed was forbidden by company policyI stand by my assertion that it is not and could not be part of company policy to omit and misrepresent the condition thereby deceiving customers or it would be fraudHe insisted I would not be given a refund and must remove the itemI called customer service from my cell phone while I was with Helgi at the warehouse to lodge a complaint (at 1:PM - minute phone call) and detailed the condition of the chair and complained that it was very different than advertised Therefore I didn’t want the chair in its actual condition; I had been completely mislead and never would have bid on it with honest and accurate informationI said I would leave the chair there and EBTH could have itI was told they were only covering phones for the weekend but would send me a form for me to fill outThey said I had to remove the chair while awaiting resolution of the dispute.I also detailed my complaint on paper right there, explaining what was wrong with the chair, that it has been entirely misrepresented, and was the reason why I no longer wanted the chair but was told I had to remove it I signed and then he signed this initial written complaint (see attached document - time stamp of photo is 4/1/1:31:PM)He still insisted I would not be given a refund and must remove the itemI was told I could not leave it while awaiting a resolution/refund with the company I then carefully double wrapped the chair with protective coverings before leaving the warehouse and placing it in my vehicle where it was further protected with the moving blanket and bubble wrapI drove straight from there to an already scheduled appointment I had with my accountant (tax season) a few miles awayI then had a 30+ minute ride home from there in the snowstormThe chair was removed, still wrapped, and placed inside my house and shortly thereafter I took photos of the condition to accompany the dispute (photo stamp at 2:58:PM ) Then shortly thereafter around 3:PM I called back customer service to inform them that I had not been emailed the dispute form as promised, discussed the problem once again, and asked to speak with a supervisorI spoke with Jonathan, I believe, and detailed the entire issue and offered several times to send over (email or text) the photos immediately to him so he could see the real condition of the chair and understand my concerns about keeping such a dirty item in my house and asked again if I could bring the chair back right then, before the warehouse closed at PMHe agreed that it was NOT company policy not to comment on dirt, staines, holes, pet hair, and in fact are routinely listed, but said he was not the one to make any decisions and gave me the information where I should send my photosHe said he had no jurisdiction over Helgi and I could try to bring the chair back but if Helgi still refused it then I was out of luckI indicated I wasn’t going to drive back in a snowstorm unless he could make sure I was able to leave the chair which he said he wasn’t able to do And before we had even ended our conversation it was past 3:PM and so I informed him that I could no longer make the warehouse before it closed I then had other things I had to attend to at home but wrote up my complaint and sent it along with the earlier photos by PM that eveningI called EBTH on Monday 4/3/and spoke with Becky, not only to find out the status of my complaint regarding the chair, but also to inquire about a picture that I had purchased in February but had not yet been deliveredShe was not familiar with the chair complaint and so I detailed the issues at lengthShe also confirmed what Jonathan had said, that it is not against company policy to comment on the condition of an item, and consumers are normally told of such issues, which is in direct contradiction to what Helgi was claimingShe agreed with my concerns and even commented that when a chair or couch is no longer in good condition, it is actually more expensive to reupholster a chair than to just buy a new chairShe said I would get a call the following day from the team regarding the dispute Instead I only got an email the following day (4/4/17) from Heather at EBTH indicating that “After discussion with our Boston Project Manager (who is Helgi) and my Supervisors, we are not able to offer you a refund for this chair “ We feel that this chair was accurately described and the photos showed the condition of the fabric” without any acknowledgement that my photos clearly showed that the chair was not in good condition or that the photos they had posted online were obviously misleading (whether intentional or not).I took great care with the chair at all times, despite the fact that it was in the poor condition at the time I took possession of it and thought ultimately it would be going out to the trash (since I was told EBTH would refuse to take the chair back even if I was given a refund) or returned to EBTH once the dispute had a chance to be heard since the misrepresentations were very obvious As the adage goes “ a picture is worth a thousand words.” Attached are multiple photographs (not sure if they will all fit in one document and may need to come in several) which all help support my claimThey will show that it is EBTH that was and continues to be be dishonest, not only by first misrepresenting an item (intentionally or not), then by not conceding a mistake had been made in the online representation of the chair after confronted with the facts, but finally (and most disturbing) by falsely accusing me of wrongdoing I have included the photos that I took just after I arrived home on 4/1/at 2:PM which clearly show the dirt, stains, holes and cat hair on the chair that were present when I first looked at the chair at the warehouse and complained to Helgi about They also clearly show why this item would not be considered in “good” conditionThe photos speak for themselvesI have also included the photos that EBTH posted online in which these major flaws are not evident or represented accuratelyYou can see that their photos are washed out so much that they hide the actual flaws I’ve shown existedThe real color in the design of the fabric is bright orange, not very light orange/peach as it mostly appears in their photos Their photos are also taken from far enough away so that even in their ‘magnified photos’ you cannot see the “grain”/threads of the fabric Both of these issues conceal the real condition of the chair as detailed above and if not done intentionally, then one would have made sure to include a notation of the dirt, stain, holes and cat hair under the descriptionBut Helgi has already admitted that he wouldn’t have included this information because these flaws do not affect the structure of a chair AND this information is against company policy to include I have also attached a photo from Polyvore and Pinterest websites of this same Jonathan Adler chair which I recently found online which shows that indeed the color is bright orange, and supports the fact that my photos are a much more accurate rendering of the item My photos, taken from a simple [redacted] , are: not washed out and therefore one can see the dirt, stains and cat hair on the chair and easily show the grain/details of the fabric so that one can see that their is actually quite a bit of damage to the sides, with noticeable tears in the fabric with holes where the stuffing is exposed and in places is actually coming through in long strands These same photos should have been available to the consumer; if posted, I would never have bid on the item EBTH claims in their most recent response “No stains were noted in the description or the photographs because there were no stains present on the chair a the time of the removal of the piece from pickup location We cannot speak to when the stains occurred, but they are not on the chair when (the customer) picked them up”, implying that somehow the stains seen in my photos only appeared after I removed the item from the warehouse and also implying that stains, if present, would have been included in the description (and also should have been included)I continue to assert that if the stains (which were already present at the warehouse) had been included on the description I would not have bid on the item EBTH is also claiming that I “began to pull at the wear to the side, adding to the damage,” after I decided I just didn’t want the itemThis is on all accountsIt is outrageous and frankly a dangerous scare tactic to falsely accuse me of “damaging an item” and lying about the state of the item at the warehouse Yesterday I took their own online photos from their website (Revdex.com can do exactly the same thing), was able to blow them up on apple iPhoto and darken them to closer match the actual color of the real fabric and have included these as well in the attachments to show you that with this manipulation you can actually see that the dirt, stains, holes and cat hair, were all present on the chair at least as of 3/23/(when their photos were available on line for customers to view) and indeed correspond to my photos and show that I have been completely truthful and EBTH has falsely accused me of misrepresenting the facts in the caseThe screen shot of the photos I have from their web site shows a date of 3/29/@8:PM because I believe this is the last date this site was active However, they are able to disguise the real condition of the chair in the photos posted online by taking the photos from a distance and washing out the photos I agree that the photos they posted on line for their customers to view show the item to be in good condition - it is only after investigative work with the iPhoto application that one can start to uncover and see the flaws they are trying to hideNo one should have to do this I maintain that my photos 100% reflect the condition of the chair at the time I viewed it on site at the warehouse and only after realizing the true condition of the chair did I then say I did not want the chairAnd in fact I did the reverse experiment yesterday where I showed how I could also take photos of the chair and by simply making the photo lighter could make the stains disappear and larger holes less obvious, same as EBTH didThey claim the awful stains I showed are new and the holes were made worse and therefore should be evident in the new photos - same as they claim any stains would have been evident in their washed out photos but “weren’t noted in the photographs because they weren’t present”- but aren’tThese photos are date stamped 4/6/@1:54:PMEBTH has clearly stated that “no stains were present” as of 1:PM on 4/1/17, before the chair was taken from the warehouse, but in fact were at least present as of 3/23/and so not only have they lied to me and the Revdex.com about the presence of the stains but then claim I was the one who lied when I reported the stains being present at the warehouse I would also seem logical then to conclude that they intentionally mislead the consumer by posting washed out photos and photos taken from a distance to hide flaws, since they are claiming the flaws didn’t exist when they actually did and must have known they did Look at the clarity and details of just the grain of the fabric itself in my photos, and you can understand why my photos more clearly show the flaws compared with theirs that I had to darken and blow up and are more out of focus with magnification because they were taken from further away EBTH should post photos online which are accurate representations of the item and the consumer should not have to use a photo program to find the flaws they are trying to hideOr if for some reason EBTH does not know how to take accurate photos then they have a duty to disclose the flaws in the written description.I couldn’t have been more honest, transparent and timely with my concerns/complaintI offered to leave the chair in their possession while awaiting a resolution before ever leaving with it To even suggest that I “damaged the item” in any way or misrepresented the facts in any way as I have presented them here is categorically and is libel.I also fully stand behind my behavior I had a right to dispute the condition of the item at the warehouse and question Helgi’s statement that is was against company policy to disclose information on the cleanliness/outside condition of an itemI called customer service several times to explain my concerns in an attempt to resolve the issue I was the onethat was met not only with unprofessional behavior but lied to by Helgi, several customer service representatives, and most recently by the representative who responded to this Revdex.com inquiry I am rightfully frustrated and dismayed by their tactics, and probed for answers that I never gotI certainly voiced my frustration but was never unprofessionalBelow is a detailed account of the phone conversations I had with customer service on 4/4/which are entirely appropriateFrankly, I think anyone would be frustrated by their responses/actionsI also have recordings as well if the Revdex.com requests them:After getting an email from EBTH on 4/4/which was an inadequate response to my complaint that did not address my concerns, I called and asked who I had spoken with the day before, not remembering Becky’s name, and was told it was Lex, by mistakeSo instead of having to explain the entire issues surrounding the complaint to a 5th person, I asked to speak with Lex (thinking she was Becky who had been very reasonable and personable on the phone the day before) but was told Lex was on another line and was unavailable but would call back once she was off the phoneI then asked to speak with a supervisor but was told they had all left and gone home for the day at 5, despite EBTH being open until However, during subsequent phone calls over the next hour trying to reach Lex, I was told differing stories about the supervisorsNow instead of them already leaving, they were actually present but were either unable or unwilling to talk with me (because the dispute had already been decided and so I would not be able to speak with a supervisor)I was told at least twice that Lex would call me as soon as she was off the phone but she never didSo I had my parter call from his phone and ask for her without reference to meShe called him back immediately but then as soon as I got on the phone and gave my name she said she couldn’t hear anything, would call back and hung up on me Not surprisingly she never called back Then I spoke with Jade who reiterated that the decision was final, period and would not address my photos in any way or even acknowledge them, despite me asking this several times, and she hung on me I learned from Jade that it was in fact Becky I had wanted to speak with and she worked after PM so I called back after hoping to speak with her but she wasn’t workingIn trying to give the employee the invoice # she requested I realized I was suddenly unable to access my account The site had a message “please call customer service regarding your account” but when I kept explaining this to her and then her supervisor they said the issue was on my end and had nothing to do with them and I could in fact access my accountI explained that I had to have access to my invoices because I was still awaiting a shipment for an expensive item I had purchased in February The supervisor insisted EBTH was not preventing me from accessing my account, would not look into it and hung up on me I was only informed that indeed my account had been disabled, as I claimed, after I filed a complaint with the Revdex.com and it was part of their last response I have been given the run around, falsehoods, conflicting (and contradictory) information, was hung up on at least times and then accused of vandalism and deceiptI cannot imagine ever being treated this way for bringing a legitimate complaint with substantiating evidence.To reiterate, I couldn’t have been more honest, transparent and timely with my concerns/complaintI offered to leave the chair in their possession while awaiting a resolution before ever leaving with itI have shown how the condition of the chair was grossly misrepresented and feel I am entitled to a refundFor EBTH to suggest that I “damaged the item” in any way or misrepresented the facts as I have presented them is categorically and is libel
Thank you for the opportunity to respond to these concernsThe invoice in question, [redacted] , was purchased by [redacted] Ms [redacted] purchased two unframed prints for $She was charged $for shipping and $for taxShe reached out to our customer service department on 3/requesting a lower shipping quote on invoice [redacted] Our customer service representative had the shipping department look into the price and was unable to lower it, which she let her know on 3/20.Upon receipt of this claim, we looked deeper into the items on this invoiceFor both items, there was a coding error when the items were put in for shipping, which we weren’t able to see in the first look at the invoiceWhen the error was corrected, shipping was lowered to $25.31.Ms [redacted] has been refunded $109.36, which is the difference in shippingThank you for your consideration,EBTH
[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 [redacted] , and find that this resolution of $refund is satisfactory to me I do not agree that the pictures represented the actual item fairly and hope that EBTH takes this experience to improve their listings However, I do not want to drag this on further and will agree to the $refund offered by EBTH Regards, [redacted]
***,Good speaking with you.We have reached out to [redacted] on six occasions to speak with [redacted] at [redacted] We refunded $for shipping on 6/9/to the card ending in *** She had missed the pickup and we even gave her the option to pickup in the [redacted] Showroom She has challenged the fee with her bank, so we have the $on hold until the bank issues a resolution.Hope this is helpful Here is a backend view from our internal system showing our actions Thanks!SEE ATTACHED PDF
Thank you for the opportunity to respond to these concernsMr [redacted] purchased an antique cabinet and an antique pie safe for $on 8/6, invoice B- [redacted] The piece was available for free pickup from the seller’s property on 8/from 4:pm to 7:pmMr [redacted] called our customer service number on 8/to inquire about pickupHe hoped to pick the piece up during a different time, as he had not realized that there was a scheduled time and dateThe customer service representative with whom he spoke explained that, because the pickup was at the private business of the seller, the pieces would only be available for pickup during the scheduled timeShe explained that this information was available on the website during the live bidding for the itemMr [redacted] expressed his frustration and that he did not find this to be easily locatable informationWhen an item is available for pick up, all available fulfillment options are listed to the right of the item photoTo illustrate this, we have included a screen shot of an item that is available to be picked up from a personal property sale, like the pieces purchased by Mr [redacted] As can be seen in the screen shot “Pickup Collapsed.jpg,” the “Pick It Up” option has a small plus sign to the right of itThis is a standard symbol which indicates that a collapsed information box must be expandedWhen that plus sign is clicked, the box expands and the pickup information can be seen, as is shown in screenshot “Pickup Expanded.jpg.” Per his conversation with our customer service department, Mr [redacted] contends that this is too complicated and that only a skilled user would know how to view thisWhen bids are placed on EBTH, a pop up window opens before the user is allowed to bidThis window forces the user to select a fulfillment option for the item they are planning to bid onAs can be seen in screenshot “Pickup Bid Unselected.jpg,” this window has a radio button next to each fulfillment option and the options look exactly the same as they do on the item pageWhen a user selects the pickup option as their fulfillment option, the option automatically expands, showing the user the scheduled pickup time and date, as can be seen in the screen shot “Pickup Bid Selected.jpg.”Per our terms and conditions, “By placing a bid, you expressly agree that if you are the winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped itemsIt is your responsibility to understand the pickup and delivery options and costs for each item before you place your bid.” Because this information was available to Mr [redacted] in a clear way before he placed his bid, we cannot reimburse him for his gas, time or work.Thank you for your consideration, EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The business has agreed to refund me for the purchase of the damaged items and has also provided me with a gift card for the previous items that were damaged by their stickers.I spoke with [redacted] and he was very understanding and great to work with They are lucky to have such a good guy on their team Regards, [redacted] ***
Thank you for the opportunity to respond to these concernsMr [redacted] won a 13” [redacted] laptop on 6/for $525, invoice B- [redacted] With shipping and sales tax, his final total was $Mr [redacted] was one of five bidders bidding on this pieceThe first bid for this piece was placed by another bidder on 6/at 10:am for $with a maximum bid of $Mr [redacted] placed a bid on 6/at 11:am for $with a maximum bid of $Over the next six days, during which time Mr [redacted] could have edited this maximum bid, the maximum bid continued to outbid every bid placed by the appropriate minimum incrementWe have attached a screen shot of the bidding and a screen shot of the winning bid with Mr [redacted] ’s invoice number highlightedAll names other than Mr [redacted] ’s have been blacked outOn 6/21, Mr [redacted] reached out to our customer service team and let them know that he felt there had a mistake in his biddingThe customer service representative reached out to our fraud team, who verified that each bid was made from the same [redacted] and IP address associated with the regular activity on Mr [redacted] ’s accountBased on this, there is no indication that the bidding was not intentionalPer the terms and conditions, “When submitting a bid, you must raise the bid by a minimum established incrementBid increments can be found hereYou may elect to raise the bid by more than the required minimum by entering a higher bid in the "Your Minimum Bid" boxIf you enter a higher minimum bid and your bid is the winning bid, you agree to be bound to your bid amount, regardless of any other previous bidsYou may also elect to enter a proxy bid in the "Your Maximum Bid" boxIf you enter a maximum bid, the system will automatically raise your bid by the specified increments if you are subsequently outbid, up to your designated maximum bid amount ("Maximum Bid")Furthermore, “The system will permit you to raise your own bid by rebidding on the same itemThis is to permit you to raise the price of an item out of the reach of other biddersIf you rebid on an item, your new bid is bindingIf you are the current high bidder and want to increase your maximum bid without increasing the current bid, you must use the "Edit Max" function.” The “Edit Max” function also allows users to lower a maximum bid to as low as their current bidIn the days Mr [redacted] held the maximum bid on EBTH, he did not make any attempts to change or edit his maximum bid amountThe bid was placed from his IP address and there was no indication that it was not intentionalAs such, we are unable to allow Mr [redacted] to return the piece for a refundThank you for your consideration,EBTH
[redacted] We have reviewed this concern Your account was listed under another person's name, so this was causing some of the confusion I have spoken with the General Manager in Columbus and he stated what you said is accurate Our team has requested a check to be sent to you We will make sure this is remedied Thank you[redacted] 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.]I am rejecting this response because EBTH has never been a professional and ethical companyThey led me down a golden path until I did sign the contract then I found out about the lies, deceit and non-communication they are so good atOnce I signed the contract my [redacted] - [redacted] collection was basically put into a bargain basement at a thrift store, not the "Premier" auction house as advertised or stated to me in numerous emails and conversationsWhen I complained and expressed my concerns, communication from the EBTH representatives ceasedAs I stated before, there is still emails that are unanswered from the third day of the auctionThey have not addressed this complaint, all they have done is lie to the Revdex.com and meI have never seen such an unprofessional companyThe representatives that were sent to my home actually dropped one of the items taking it to their vanWhen the items were returned to me the items that I described previously were destroyed rendering them worthlessThey have not offered any compensation or resolution although they shouldWhat happened to the ethicsDo the right thing EBTHYou are far, far away from being professionalThere are still items missing that I submitted for auction.Sincerely devastated, [redacted]
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 As I stated previously, I placed one bid for $ I did not identify a maximum and I did not authorize increasing my bid, regardless of the activity of other bidders I bid $ It was my first experience with EBTH and I had no expectations of the outcome of my bid, other than the obvious: if no one bid more than $40, I would win; if someone bid more than $40, I would lose The company has sent me the same documentation they sent the Revdex.com, but the fact remains, I NEVER INCREASED MY BID If they have set their system to automatically accomplish that, I find it to be unconscionable Their response has NOT resolved my complaint I will be satisfied when I am afforded the opportunity to return the item for a full refund, including shipping Thank you for your continued assistance and Regards, [redacted] ***
Here was my response today We wish to work towards resolution for [redacted] :Hello [redacted] ,Yes, let’s get this resolved We want you to have fun with EBTH! Stress and trauma is never a response we want when getting your purchases! If you can just email the pictures to me, I’ll confirm when I receive them How close are you to [redacted] ? Please note, we will never make a customer suffer based on a mistake made by EBTH or an EBTH vendor We will 100% make this right!I look forward to the pictures Can you also include the item numbers too so I know what I’m looking at? At the end of this, I believe you will be having fun again on EBTH!
Ms [redacted] has been fully refunded her shipping charges We have banned her account based on her interactions with our staff I've reviewed her call with our Customer Service staff and neither Brooke, nor I (David [redacted] ), have stated we tax shipments We do speak there is a charge for insurance that increases based on the final auction value.Businesses are required to charge sales tax in states where they have sales tax [redacted] (i.epresence.) So this is the reason she was charged sales taxAlso, sales tax is based on the shaddressSo if you live in a state with no sales tax (or exempt sales tax), but order something to be shipped in a state that does have sales tax, you may be charged sales tax based on the sales tax rate at the address where you ship the itemIt is important to realize which state the company has ***, or a presence, in when creating shippingRegardless if the items are non taxable when picked up at the property, they become taxable once shipped to a state where EBTH has a presenceThese states are:GeorgiaTexasMarylandFloridaSouth CarolinaNorth CarolinaColoradoIndianaCaliforniaKentuckyOhioIllinoisMassachusettsTennesseeNew YorkWashington, DCAdditional information: https://www.sba.gov/content/collecting-sales-tax-over-internet Thank you,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.] As you can see from the screen shots, there were different addresses in the post When the moving crew went out the next day, they were able to get there by contacting the person at the location, which they did not have on the first attemptAs a result, I incurred an additional $charge in moving costs I would like that amount refunded Regards, [redacted] ***
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] Does your business not know how to read English!?! I have stated from the start of this complaint, that I am missing lot [redacted] and in my last response I added the word whole before the lot number; meaning I DID NOT RECEIVE ANYTHING FROM THAT LOT AT ALL!!! If I was only missing a certain item or more I would have specified that from the start! I do not know what your business did with this lot that I purchased but I suggest you find out!
Thank you for the opportunity to respond to your concernsAfter reviewing [redacted] ’s invoices, we do see that she has had a considerable number of shipments arrive damaged or go missingWe do offer our most sincere apologies for thisAs a customer since July 2014, [redacted] has seen first hand our shipping methods change and the efforts we’ve made to improve themThat said, we are continuing to work hard to improve our shipping methodsOur current policy is to issue a refund and file a claim in the event of a missing or broken itemEach time there has been an issue, we have issued a refundAdditionally, we offered you a large amount of courtesy shipping early this yearWe would like to offer you a gift card and an invitation to shop with us againThanks for your consideration,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 It is a lawyer's world and ETBH have covered themselves nicely which is not surprising So I will have to let them win this time but will never do business with them again I can only advise others not to use them when given the opportunity Their on-line pictures really vary and cannot be considered accurate I should have looked at other customer comments on-line before I did business with them ETBH as their reputation I have discovered is less than sterling So I have just thrown approximately $down the drain Welcome to our new world of business where the customer does not matter and purhases at their own risk!
Hello,We have reviewed your tickets We had an error in our tracking system, so it wasn't reflecting on our website This is not your problem We see you have been working with Stephanie and here is the tracking number: [redacted] We will also refund your shipping charges and issue you a $gift card We apologize for the issues and delay Thank you for understanding.EBTH [redacted] VP of EBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a women’s curly Persian lamb fur coat for $on 12/6, invoice B- [redacted] With shipping and sales tax, her final invoice total was $432.06.Ms [redacted] contacted EBTH customer service on 12/to inquire as to the condition and description of this piecePer her conversation with our customer service team, she was concerned that the coat crackled when it was taken out of the box because the leather was in poor conditionThe customer service team reached out to our fashion team, who reviewed this piece, and the fashion team agreed to allow the piece to be returned for reevaluationEBTH received the coat on 12/and it was taken to the fashion team for evaluationOur fashion team was able to determine that this coat likely dated to the late 1980s and that the crinkling noise was from the facing in the collar and part of the construction of of the pieceThe customer service representative called Ms [redacted] to relay this information and told her that we would be happy to offer a partial refund to have the shoulder pads removedWhen listing clothing, we do frequently list items as vintage when we are able to definitively pinpoint the period in which a piece was manufacturedThat said, the designation of “vintage” is left to discretion of our fashion team who evaluate our listingsIf the team is unable to definitively age a piece, they do not put the “vintage” designation on that pieceFor this coat, the fashion team believed it to be from the late 1980s, but were unable to say that definitely, so the designation of “vintage” was left offEBTH has sold several curly Persian lamb wool coats in the past and, as always, the value has been determined by our biddersThe coat purchased by Ms [redacted] sold for $because that is what our auction market determined it was worthWhen Ms [redacted] expressed her concerns with this piece, we authorized a return for reevaluationOur fashion experts determined that the piece was listed properly and it was returned to Ms [redacted] We are happy to refund Ms [redacted] $to offset the cost of the removal of the shoulder pads, as that is a concern she has had with the style of the piece, but we are unable to refund her in full.Thank you for your consideration,EBTH
Thank you for the the opportunity to respond to these concerns.Mr [redacted] purchased a first-generation [redacted] from sale # [redacted] for $on May 9th, He received the item by mail on May 17th and e-mailed Customer Service on May 18th to let us know that the item did not workSpecifically, he stated that the item did not power on and that he took it to an [redacted] store, where he was informed that the power button was defectiveIn the description, EBTH listed that this item turns on but was not tested further, so we allowed the customer to return the item for a reviewItem was returned back to EBTH, placed in our returns queue and was reviewed in the order that it was receivedWhen reviewed, the item powered on immediately when plugged in to chargeAfter being fully charged, the item was reviewed for further inspection; it was discovered that the power button did not workIn the original listing, EBTH states that this item “powered on, but [is] otherwise untested.” Mr [redacted] originally reached out to say that the item did not turn on, however, it was proven otherwise after being reviewed by customer serviceNo further claims we made regarding the functionality of this piecePer our terms and conditions, “All items are sold “as is” and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touor repairs prior to use and the available information about these items may be limitedEBTH will not list every flaw associated with each item as these are to be expectedIn the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the descriptionEBTH will provide descriptions based on its assessment of an itemHowever, you should not assume that our assessment of condition will be the same as your assessment.”We are unable to offer Mr [redacted] a refund for this pieceThank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concernsWe checked with the team at [redacted] ***, who told us that nothing was left behindAdditionally, we had our logistics team check in every possible location for -but it could not be locatedSince Ms [redacted] did not receive the item, we have refunded her $purchase priceWe will also refund $32.65, which is half of her shipping price, and all associated sales taxThe total refund is $206.62We appreciate Ms [redacted] ’s patience with us on this matterThank you for your consideration,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 wholeheartedly reject the response from EBTH, not only as an unsatisfactory resolution to the complaint, but also as a completely account of the situationNot only have they defrauded me but now they have also libeled meI absolutely wanted the chair in question as it was represented on-line with a description of “good” with only “wear to sides” From looking at the only photos provided by EBTH the chair appeared to have pills to the fabric on the side and otherwise appeared to be in good conditionIn fact when this item was first posted there were other photos included in the write up which showed obvious cuts in plain white material which didn’t have the pattern of the chair and so I assumed they might be from the bottom of the chairI reached out to customer service on 3/23/to find out if, in fact, these photos showed the bottom of the chair because I wasn’t going to bid on an item that had such damage They initially responded 3/23/at 2:PM “Thank you for taking the time to contact us at EBTH.com! One of our agents is looking into it and we will get back to you within hours!” Only after I received an email back from them on 3/24/at 9:AM confirming that the tears were not for this item: “ Thank you for contacting EBTH! The last two photos are from a different item and will be taken down! Thank you for bringing that to our attention!” that I decided to start bidding on the chairMy first bid for the item was on 3/24/at 11:59:AM I have been furnishing my new house and wanted the chair for my guest bedroom (In fact, I would still take the same Jonathan Adler chair for the same price IF it was in fact in good condition)On 4/1/I drove to the warehouse/self-storage facility in a snowstorm to pick up the item because I wanted the itemI brought layers of protective wrap for the item: a large clean white sheet, a thick blanket-type covering with water resistant surface, and an official moving blanketI also had large rolls of bubble wrap to use to protect the sides in the car from any minor movement while driving I am extremely careful with and respectful of people’s belongings and have always used the same care when picking up other items I have purchased from EBTH.The EBTH representative, Helgi, brought the chair out to the front of the storage facility and it was only AFTER I looked over the chair and saw how dirty it was and that it actually had noticeable holes in the side (not just wear with pills to the fabric surface) and realized that the item had been completely misrepresented on line with the photos and description, that I told him that I didn’t want the chair and wanted a refundI explained that the EBTH photos and description were extremely misleading and did not reflect the actual condition: There is no mention of how dirty the item is in the description despite the fact that EBTH routinely comments on this when an item is very dirty or is stained and "would benefit from cleaning" The photos of this chair hide the extent of the damage to the side where there are actual holes in the fabric where stuffing is exposedI told him I would never had bid on this item at all with the proper description and accurate photo renderingsHelgi said that the condition of the “item was accurate : good because as long as it is STRUCTURALLY good then the item is in good condition" - nothing else is relevantSo as long as the chair isn't wobbly or doesn't collapse when you sit in it, it is in good conditionFor an all fabric chair it doesn't matter what the condition is of the outside of the chair, if the item would need to be completely reupholstered, has holes in it or if it is extremely dirty, as long as you can sit down on it and "use it as a chair" it is in good conditionEven if it is worthlessIn fact he said he has instructed all of his Boston employees NEVER to comment on the cleanliness of an item and has told them NEVER to put "item would benefit from cleaning” because it is against the rulesI said many items listed on the EBTH site, including items currently up for bid today (4/1/17) - chairs, couches, rugs etc - say " would benefit from cleaning", "stains to fabric", etc to inform the customer of the condition of an item and therefore when absent one could also conclude that it is not in this conditionAlso other items on EBTH specifically list when there is pet hair on an item or it it has come from a household with animals - there is clearly thick pet hair on this and I am allergic to catsHe had a computer on site and I offered to show him examples of current items with these exact details but he declinedI have included a few of these examples in my attached documents He said anyone who puts any of the above descriptions into the online description is "wrong and shouldn't be doing this and is NOT FOLLOWING COMPANY POLICY” In fact, this is not the case and in fact it is HE who is not following company policy and precedentOne cannot routinely comment on these details such that it is standard practice or to be expected, and then have him completely refuse to do so in the Boston marketHow could anyone make any guess as to the condition of the item if the condition is purposely not given or hidden? This is not a fair or equal marketplace Why not include in the description - torn fabric, holes in the fabric, needs to be cleaned - unless they are purposely trying to mislead? Why not show accurate photos online - unless they are purposely trying to mislead? Yes, Helgi and I disagreed over whether or not it is against company policy to include such information regarding the outside condition or cleanliness of an item ( not just the structure of a piece) in the write up which he claimed was forbidden by company policyI stand by my assertion that it is not and could not be part of company policy to omit and misrepresent the condition thereby deceiving customers or it would be fraudHe insisted I would not be given a refund and must remove the itemI called customer service from my cell phone while I was with Helgi at the warehouse to lodge a complaint (at 1:PM - minute phone call) and detailed the condition of the chair and complained that it was very different than advertised Therefore I didn’t want the chair in its actual condition; I had been completely mislead and never would have bid on it with honest and accurate informationI said I would leave the chair there and EBTH could have itI was told they were only covering phones for the weekend but would send me a form for me to fill outThey said I had to remove the chair while awaiting resolution of the dispute.I also detailed my complaint on paper right there, explaining what was wrong with the chair, that it has been entirely misrepresented, and was the reason why I no longer wanted the chair but was told I had to remove it I signed and then he signed this initial written complaint (see attached document - time stamp of photo is 4/1/1:31:PM)He still insisted I would not be given a refund and must remove the itemI was told I could not leave it while awaiting a resolution/refund with the company I then carefully double wrapped the chair with protective coverings before leaving the warehouse and placing it in my vehicle where it was further protected with the moving blanket and bubble wrapI drove straight from there to an already scheduled appointment I had with my accountant (tax season) a few miles awayI then had a 30+ minute ride home from there in the snowstormThe chair was removed, still wrapped, and placed inside my house and shortly thereafter I took photos of the condition to accompany the dispute (photo stamp at 2:58:PM ) Then shortly thereafter around 3:PM I called back customer service to inform them that I had not been emailed the dispute form as promised, discussed the problem once again, and asked to speak with a supervisorI spoke with Jonathan, I believe, and detailed the entire issue and offered several times to send over (email or text) the photos immediately to him so he could see the real condition of the chair and understand my concerns about keeping such a dirty item in my house and asked again if I could bring the chair back right then, before the warehouse closed at PMHe agreed that it was NOT company policy not to comment on dirt, staines, holes, pet hair, and in fact are routinely listed, but said he was not the one to make any decisions and gave me the information where I should send my photosHe said he had no jurisdiction over Helgi and I could try to bring the chair back but if Helgi still refused it then I was out of luckI indicated I wasn’t going to drive back in a snowstorm unless he could make sure I was able to leave the chair which he said he wasn’t able to do And before we had even ended our conversation it was past 3:PM and so I informed him that I could no longer make the warehouse before it closed I then had other things I had to attend to at home but wrote up my complaint and sent it along with the earlier photos by PM that eveningI called EBTH on Monday 4/3/and spoke with Becky, not only to find out the status of my complaint regarding the chair, but also to inquire about a picture that I had purchased in February but had not yet been deliveredShe was not familiar with the chair complaint and so I detailed the issues at lengthShe also confirmed what Jonathan had said, that it is not against company policy to comment on the condition of an item, and consumers are normally told of such issues, which is in direct contradiction to what Helgi was claimingShe agreed with my concerns and even commented that when a chair or couch is no longer in good condition, it is actually more expensive to reupholster a chair than to just buy a new chairShe said I would get a call the following day from the team regarding the dispute Instead I only got an email the following day (4/4/17) from Heather at EBTH indicating that “After discussion with our Boston Project Manager (who is Helgi) and my Supervisors, we are not able to offer you a refund for this chair “ We feel that this chair was accurately described and the photos showed the condition of the fabric” without any acknowledgement that my photos clearly showed that the chair was not in good condition or that the photos they had posted online were obviously misleading (whether intentional or not).I took great care with the chair at all times, despite the fact that it was in the poor condition at the time I took possession of it and thought ultimately it would be going out to the trash (since I was told EBTH would refuse to take the chair back even if I was given a refund) or returned to EBTH once the dispute had a chance to be heard since the misrepresentations were very obvious As the adage goes “ a picture is worth a thousand words.” Attached are multiple photographs (not sure if they will all fit in one document and may need to come in several) which all help support my claimThey will show that it is EBTH that was and continues to be be dishonest, not only by first misrepresenting an item (intentionally or not), then by not conceding a mistake had been made in the online representation of the chair after confronted with the facts, but finally (and most disturbing) by falsely accusing me of wrongdoing I have included the photos that I took just after I arrived home on 4/1/at 2:PM which clearly show the dirt, stains, holes and cat hair on the chair that were present when I first looked at the chair at the warehouse and complained to Helgi about They also clearly show why this item would not be considered in “good” conditionThe photos speak for themselvesI have also included the photos that EBTH posted online in which these major flaws are not evident or represented accuratelyYou can see that their photos are washed out so much that they hide the actual flaws I’ve shown existedThe real color in the design of the fabric is bright orange, not very light orange/peach as it mostly appears in their photos Their photos are also taken from far enough away so that even in their ‘magnified photos’ you cannot see the “grain”/threads of the fabric Both of these issues conceal the real condition of the chair as detailed above and if not done intentionally, then one would have made sure to include a notation of the dirt, stain, holes and cat hair under the descriptionBut Helgi has already admitted that he wouldn’t have included this information because these flaws do not affect the structure of a chair AND this information is against company policy to include I have also attached a photo from Polyvore and Pinterest websites of this same Jonathan Adler chair which I recently found online which shows that indeed the color is bright orange, and supports the fact that my photos are a much more accurate rendering of the item My photos, taken from a simple [redacted] , are: not washed out and therefore one can see the dirt, stains and cat hair on the chair and easily show the grain/details of the fabric so that one can see that their is actually quite a bit of damage to the sides, with noticeable tears in the fabric with holes where the stuffing is exposed and in places is actually coming through in long strands These same photos should have been available to the consumer; if posted, I would never have bid on the item EBTH claims in their most recent response “No stains were noted in the description or the photographs because there were no stains present on the chair a the time of the removal of the piece from pickup location We cannot speak to when the stains occurred, but they are not on the chair when (the customer) picked them up”, implying that somehow the stains seen in my photos only appeared after I removed the item from the warehouse and also implying that stains, if present, would have been included in the description (and also should have been included)I continue to assert that if the stains (which were already present at the warehouse) had been included on the description I would not have bid on the item EBTH is also claiming that I “began to pull at the wear to the side, adding to the damage,” after I decided I just didn’t want the itemThis is on all accountsIt is outrageous and frankly a dangerous scare tactic to falsely accuse me of “damaging an item” and lying about the state of the item at the warehouse Yesterday I took their own online photos from their website (Revdex.com can do exactly the same thing), was able to blow them up on apple iPhoto and darken them to closer match the actual color of the real fabric and have included these as well in the attachments to show you that with this manipulation you can actually see that the dirt, stains, holes and cat hair, were all present on the chair at least as of 3/23/(when their photos were available on line for customers to view) and indeed correspond to my photos and show that I have been completely truthful and EBTH has falsely accused me of misrepresenting the facts in the caseThe screen shot of the photos I have from their web site shows a date of 3/29/@8:PM because I believe this is the last date this site was active However, they are able to disguise the real condition of the chair in the photos posted online by taking the photos from a distance and washing out the photos I agree that the photos they posted on line for their customers to view show the item to be in good condition - it is only after investigative work with the iPhoto application that one can start to uncover and see the flaws they are trying to hideNo one should have to do this I maintain that my photos 100% reflect the condition of the chair at the time I viewed it on site at the warehouse and only after realizing the true condition of the chair did I then say I did not want the chairAnd in fact I did the reverse experiment yesterday where I showed how I could also take photos of the chair and by simply making the photo lighter could make the stains disappear and larger holes less obvious, same as EBTH didThey claim the awful stains I showed are new and the holes were made worse and therefore should be evident in the new photos - same as they claim any stains would have been evident in their washed out photos but “weren’t noted in the photographs because they weren’t present”- but aren’tThese photos are date stamped 4/6/@1:54:PMEBTH has clearly stated that “no stains were present” as of 1:PM on 4/1/17, before the chair was taken from the warehouse, but in fact were at least present as of 3/23/and so not only have they lied to me and the Revdex.com about the presence of the stains but then claim I was the one who lied when I reported the stains being present at the warehouse I would also seem logical then to conclude that they intentionally mislead the consumer by posting washed out photos and photos taken from a distance to hide flaws, since they are claiming the flaws didn’t exist when they actually did and must have known they did Look at the clarity and details of just the grain of the fabric itself in my photos, and you can understand why my photos more clearly show the flaws compared with theirs that I had to darken and blow up and are more out of focus with magnification because they were taken from further away EBTH should post photos online which are accurate representations of the item and the consumer should not have to use a photo program to find the flaws they are trying to hideOr if for some reason EBTH does not know how to take accurate photos then they have a duty to disclose the flaws in the written description.I couldn’t have been more honest, transparent and timely with my concerns/complaintI offered to leave the chair in their possession while awaiting a resolution before ever leaving with it To even suggest that I “damaged the item” in any way or misrepresented the facts in any way as I have presented them here is categorically and is libel.I also fully stand behind my behavior I had a right to dispute the condition of the item at the warehouse and question Helgi’s statement that is was against company policy to disclose information on the cleanliness/outside condition of an itemI called customer service several times to explain my concerns in an attempt to resolve the issue I was the onethat was met not only with unprofessional behavior but lied to by Helgi, several customer service representatives, and most recently by the representative who responded to this Revdex.com inquiry I am rightfully frustrated and dismayed by their tactics, and probed for answers that I never gotI certainly voiced my frustration but was never unprofessionalBelow is a detailed account of the phone conversations I had with customer service on 4/4/which are entirely appropriateFrankly, I think anyone would be frustrated by their responses/actionsI also have recordings as well if the Revdex.com requests them:After getting an email from EBTH on 4/4/which was an inadequate response to my complaint that did not address my concerns, I called and asked who I had spoken with the day before, not remembering Becky’s name, and was told it was Lex, by mistakeSo instead of having to explain the entire issues surrounding the complaint to a 5th person, I asked to speak with Lex (thinking she was Becky who had been very reasonable and personable on the phone the day before) but was told Lex was on another line and was unavailable but would call back once she was off the phoneI then asked to speak with a supervisor but was told they had all left and gone home for the day at 5, despite EBTH being open until However, during subsequent phone calls over the next hour trying to reach Lex, I was told differing stories about the supervisorsNow instead of them already leaving, they were actually present but were either unable or unwilling to talk with me (because the dispute had already been decided and so I would not be able to speak with a supervisor)I was told at least twice that Lex would call me as soon as she was off the phone but she never didSo I had my parter call from his phone and ask for her without reference to meShe called him back immediately but then as soon as I got on the phone and gave my name she said she couldn’t hear anything, would call back and hung up on me Not surprisingly she never called back Then I spoke with Jade who reiterated that the decision was final, period and would not address my photos in any way or even acknowledge them, despite me asking this several times, and she hung on me I learned from Jade that it was in fact Becky I had wanted to speak with and she worked after PM so I called back after hoping to speak with her but she wasn’t workingIn trying to give the employee the invoice # she requested I realized I was suddenly unable to access my account The site had a message “please call customer service regarding your account” but when I kept explaining this to her and then her supervisor they said the issue was on my end and had nothing to do with them and I could in fact access my accountI explained that I had to have access to my invoices because I was still awaiting a shipment for an expensive item I had purchased in February The supervisor insisted EBTH was not preventing me from accessing my account, would not look into it and hung up on me I was only informed that indeed my account had been disabled, as I claimed, after I filed a complaint with the Revdex.com and it was part of their last response I have been given the run around, falsehoods, conflicting (and contradictory) information, was hung up on at least times and then accused of vandalism and deceiptI cannot imagine ever being treated this way for bringing a legitimate complaint with substantiating evidence.To reiterate, I couldn’t have been more honest, transparent and timely with my concerns/complaintI offered to leave the chair in their possession while awaiting a resolution before ever leaving with itI have shown how the condition of the chair was grossly misrepresented and feel I am entitled to a refundFor EBTH to suggest that I “damaged the item” in any way or misrepresented the facts as I have presented them is categorically and is libel