[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. We were not trying to insinuate that Ms*** was lying about any items missingWe simply hope to obtain from her an inventory of what she has and what is missing so we can begin to come to a resolution. When an email is sent to [email protected], it filters into our ticketing system which can be accessed by every customer service and managerial employeeWhen we searched Ms***’s name and email address, the most recent ticket we could find was pertaining to the shipping of this invoiceWe don’t know why her emails did not come through to us. We look forward to working with Ms*** through the Revdex.com to come to a resolution. EBTH
Thank you for the opportunity to respond to these concerns. EBTH makes no effort to hide our bidding extension policyIt can be found in section 2, Sales, of our terms and conditions under the “Extension and Close of Internet Bidding” clauseThe EBTH terms and conditions can be reviewed in full at www.ebth.com/terms. Consumer and auction law that govern EBTH do not have any provisions against the bidding extensionWe operate within all legal guidelines that pertain to our businessIf Ms*** is aware of such a provision that our legal team has overlooked, we would be happy to pass that on to our team. Upon receipt of this response, we contacted the facility from which this vase was shippingWe have determined that the vase is unable to be locatedWe have refunded Ms*** in fullIf we are able to locate the piece in the future, we will contact her directlyIf she is still interested in the piece, we will charge her for the item price and ship it to her at no cost. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is suitable to me However I highly encourage this company to allow the purchasers to do a direct pick up to save on shipping costsPlease note that the shipping costs are out ragesIf there are other cost associated with this such as photography and transportation that should be a separate cost and should be up to the purchaser Further I think if the seller knew the out rages shipping costs being incurred by the purchasers they would not Support such high shipping costs to the purchasersI am saddened and disheartened to have to say this, but I will never use everything but the house again
Regards,
*** ***
Thank you for the opportunity to respond to your concern. When a customer cannot make it to a scheduled pickup time, they have the option of having someone else come pick up items on their behalfPer the terms and conditions, upon missing the scheduled pick up time, *** was automatically
charged to have to her items shipped to herThe terms state that “in the event that you fail to pickup or designate shipping for your items in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling fees.” These terms were agreed to prior to placing bids. The only options *** has at this point are to ship her items or to forfeit themIn the event of a forfeiture, per the terms, “EBTH reserves the right to charge the credit card on file for any moving or disposal charges and will not refund payment for the items.” This policy exists due to limited space and time in estates and our offices in local marketsWe do not have the capacity to store items for customers and we have procedure in place to move items as quickly as possible. EBTH is a licensed auction company which operates within all state and local guidelines where we have marketsThis means that we operate within the standards set forth by the Massachusetts Office of Consumer Affairs and Business Regulation.Thanks,EBTH
Thank you for the opportunity to further respond to these concerns. The ring has already been sent to Ms*** via ***, tracking ***It is scheduled for its first delivery attempt Friday, March 3. The ring was first shipped to Ms*** via ***, tracking ***, on January The delivery attempts can be seen in this tracking number. Ms*** reached out to our customer service department on 2/regarding her itemShe asked for a refund at that time and the customer service representative explained that we are unable to refund her money since we shipped the item within our terms and conditionsIf Ms*** does not sign for the items again or refuses shipment, she is still responsible for payment of the item, as it will be considered abandoned. Per our terms and conditions, “IN THE EVENT THAT YOU FAIL TO PICKUP OR DESIGNATE SHIPPING FOR YOUR ITEMS IN ACCORDANCE WITH THE EBTH TERMS AND CONDITIONS, YOU HEREBY AUTHORIZE EBTH TO CHARGE YOUR CREDIT CARD FOR THE PURCHASE AMOUNT OF THE ITEM PLUS ANY TAXES, SHIPPING COSTS AND HANDLING FEESWHEN PIIS SELECTED BY YOU OR IS THE ONLY OPTION, IF YOU FAIL TO PIANY ITEMS AT THE SPECIFIED TIME OR DESIGNATE A SHIPPING OR FULFILLMENT OPTION WITHIN SEVEN (7) DAYS OF THE CLOSE OF BIDDING YOU WILL BE CONSIDERED TO HAVE ABANDONED AND FORFEITED THE ITEMSYOU AGREE THAT TITLE FOR ABANDONED ITEMS WILL AUTOMATICALLY TRANSFER TO EBTH WITHOUT ANY FURTHER ACTION BY YOU OR EBTHYOU EXPRESSLY AGREE THATF AILURE TO RECEIVE ANY ITEM IN THE EVENT OF ABANDONMENT DOES NOT RELIEVE YOUR OBLIGATION TO PAY FOR THE ITEM OR ANY OTHER FEESAT A MINIMUM, YOU WILL BE CHARGED THE AMOUNT OF YOUR BID TO SATISFY PAYMENT OBLIGATIONS TO THE SELLEREBTH MAY, IN ITS ABSOLUTE AND SOLE DISCRETION, RESELL THE ITEMS, DISPOSE OF OR DONATE THE ITEMS TO A CHARITY OF EBTH’S CHOOSINGEBTH RESERVES THE RIGHT TO CHARGE THE CREDIT CARD ON FILE FOR ANY MOVING OR DISPOSAL CHARGES AND WILL NOT REFUND PAYMENT FOR THE ITEMS.”We cannot issue Ms*** a refund. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased for sets of lithographs of a local artist, twelve lithographs in total, from EBTH on 3/for $total, invoice B-***The shipping cost was $and sales tax was $1.62, so her final total was
$156.66. Ms*** was missing one lithograph from lot ***, which was purchased for $and had four total piecesShe also received a piece she did not orderShe reached out to our customer service team, who sent her a return label for the extra pieceOver the next several weeks, we attempted to locate her missing lithograph, but we were unable to. When refunds are offered for lots with multiple items, they are typically prorated and each item is assigned the same value that, when all items are added together, result in the final purchase price of the lotShipping is refunded in the same wayFor this lot, we would have offered a refund of $5.50, which is 1/of the total lot price of $22, and $9, which is 1/of the total shipping cost, for a total refund of $Since Ms*** spent $156.66, we decided to send her a gift card of $instead. If Ms*** would like, we can delete the gift card and refund her $for the missing lithograph or she can keep the $gift cardThis is up to her and we will accommodate whichever option she prefers. We would like to offer our sincere apologies that Ms***’s lithograph was unable to be located.Thank you for your consideration,EBTH
I have reviewed the response made by the business in reference to complaint ID ***7, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. We have reviewed the pictures that Mr*** sent us of the Hand-Knotted Persian *** Area Rug from invoice B-***EBTH concludes that the picture does not demonstrate any misleading information from what we had originally listed on our site. Per the 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 limited.”In regards to Mr***’s concern regarding photo modification, EBTH did not manipulate the picture of this rug in our listingThe bright flash from product photography can often make an item seem brighter than what they look like in natural light. EBTH uses visuals and written word to illustrate an item’s characteristics so that customers can get an idea of what they are bidding onThe Hand-Knotted Persian *** Area Rug from invoice B-*** was described as “Good” with “minor marks from use”Due to this, EBTH is not able to reimburse the customer the requested amount of $for a rug cleaning.We previously offered Mr*** $50, roughly 10%, off the entire invoice as a gesture of good faith, but we are willing to offer Mr*** $100, a little more than 20% off the invoice, as a final offer for compensation. We would like to extend our most sincere apologies again to Mr***We understand that our offer is not what he had originally requested, but we highly value his business as a loyal customer with EBTH and hope to continue doing business with him in the future. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. These items were not available for any other fulfillment option than shippingWhen Ms*** bid on them, there was not a pickup option offered on any of the itemsWe appreciate her feedback and have passed it on to the appropriate channels in an attempt to make this clearer. We cannot adjust Ms***’s shipping cost. Thank you for your consideration. EBTH
Thank you for the opportunity to respond to these concerns Ms*** purchased two rings on 2/According to our terms and conditions, "EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal and payment date." These items were
available for pickup on 2/10. This invoice shipped 2/21, six business days into the shipping process, via UPS, tracking ***It is scheduled for delivery 2/by end of day.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to your concerns. The items for the Detroit sale in question were removed from the property prior to the start of the sale and processed offsite in Cincinnati, OHThis was indicated on the individual page for each item and could be seen prior to
biddingThe items available for local pickup have been professionally moved and stored at a local storage facilityThe fee associated with this is to cover the moving and storage costLooking into these invoices, however, I do see conflicting information regarding pickup locations and times. I cannot, unfortunately, discount the shipping on this saleI can refund the $mirror and cancel shipmentThis would likely result in the mirror being resold or donated. I also cannot waive the warehouse fees, but I have reached out to the team in Detroit and they have offered to allow *** *** *** to pick up their items at the storage facility on Saturday, October between 9am and 1pm. Additionally, I would like to offer Julie and Joseph a $gift card for use on a future purchase. Best EBTHTell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meStaff have gone above and beyond to assist me with all these issues, and I'm not only appreciative but also very impressed with their professionalism, responsiveness, and kindness
Regards,
*** ***
[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 ***, and found that this resolution is not completely working for me until I receive the check which is yet to arrive if EBTH sent it on 8/ Besides, the bidding option base price is not fair for any future sale transaction The salesperson should emphasize and specify that it is their way to go live for any valuable collectibles starting from $1, instead of exaggerating that the bidding prices would go up desirably great That's how I pictured that for my precious items I thought there would be nice buyers for them This is again my purpose of filing this complaint
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. We checked with our Dallas team after we received Ms***'s concernsThe correct address was published and no other customers had trouble locating the property for pickupWe cannot say why the moving company hired by Ms*** was
unable to locate the estate, but we were able to confirm that all the information published was correct.When an item is selected for local pickup, the winning bidder is expected to pick up the items within the scheduled pickup timeWe were only able to be at the property for a limited time - 1pm-6pm CST on Tuesday, November This is because the property was a personal homePer the terms and conditions, “in the event that you fail to pickup or designate shipping for your items in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the items plus any taxes, shipping costs, and handling fees.”Unfortunately, we are unable to facilitate a different pickup time and the items have been booked to be shipped to Ms***Fortunately, we were able to lower our shipping cost from the initial $to $These pieces will be delivered via our white glove service.Thanks for your considerationEBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Again all I can say is look at what other listings brought When they were correctly listed and advertised as vintage the price rarely rose above $ They speak of the auction market value, okay, that value when a person is bidding, is primarily based on the listing and how the item is described, not giving information on the age of the item certainly increased the perceived value This does not mean that is what the item is really worth They state the coat has been returned, I have not yet received it
I just want to try to alert other auction buyers to beware You cannot trust the description of the item to be accurate
Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. According to the staff at the warehouse, Ms***’s husband did not express any concerns about the condition of this pieceWe have inspected the piano and bench and we have determined that the bench leg is in the condition described. Per 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 assessmentIt is your responsibility to read and review all descriptions and images of an item before bidding.” In this instance, we have listed the piece accurately. The piano is still available to be picked up by Ms***It will be held until the Revdex.com process is resolvedIf Ms*** chooses not to pick the piano up, she is still responsible for payment of the item, per our terms and conditionsWe will not charge her a disposal fee.Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. Mr*** can disregard the email in which he was issued a refundIn anticipation of his acceptance of our previous proposed resolution, a check for $was preemptively submitted for approvalThis was done in the hope that Mr*** would agree to return the wrong generator for a check refundAs previously stated, when a customer pays in cash, we can only reimburse them with a checkThe local offices do not keep cash on hand and do not have the funds to reimburse Mr***When Mr*** refused the proposed solution, we canceled the check request. As of 8/31, we have located the * *** *** *** Duel Fuel purchased by Mr***It is at our *** warehouse and Mr*** can take the wrong generator to the warehouse and exchange it for the duel fuel generator any time during the rest of this week or next week, though we will be closed for business on 9/for the Labor Day holidayThat office is located at *** *** *** *** ** *** and is open from 9am to 4:pm. We understand that this has been a frustrating experience for Mr***It was not an experience in line with the expectations EBTH has set for its sales and we would like to offer him our sincere apologies. Thank you for your consideration. EBTH
Thank you for the opportunity to respond to your concern. When *** began shopping on EBTH, sales from the Louisville market were conducted exclusively out of LousivilleIn the last few months, we have changed our processes and some Lousiville sales are processed from our Distribution Center
in Blue Ash, OHThese sales are still marked as "Lousiville" sales to indicate the origin of the items in the sale, but small items are taken to Blue Ash and large items are taken to a storage facility in LouisvilleWhen they are taken to the local storage facility, they are each subject to a $fee to cover the cost of professional removal and storage. The physical locations of the items in a sale are clearly delineated to the right of the item photos on the individual item pageThere are several boxes which lay out all associated fees, costs and pickup options for each itemIn the Lousiville sale *** bid on, ***, the items would have indicated that they were shipping only or to be picked up at the local warehouse for the associated feeWhen she won from sale ***, she won a small item and a large itemThe small item was in Blue Ash and the large item was in Lousiville, generating two different invoices for two different fulfillment options. When *** called regarding the invoice for the smaller item which was shipped to her, our customer service representative explained that the physical location of the item is indicated on the item page and that shipping is the only available fulfillment option, per that pageWhen she called regarding that invoice a second time, our customer service team agreed to split the cost of shipping with her as a courtesy and further explained the new model.When *** called regarding the invoice for the larger item, it was again explained to her that the physical location of the item is indicated on the item page and that the only fulfillment options are shipping or warehouse pickup for a $feeThis fee cannot be waived as it is designed to cover the cost of moving and storage. All of the fulfillment information is indicated on each, individual item pageThis information includes all associated fees. Thanks, EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased a pair of vintage steamer trunks on 7/for $60, invoice B-***.When Ms*** arrived to the scheduled pickup in *** on 7/19, the trunks were unavailable to be picked upShe emailed us to let us know
of her experience that same dayAfter emailing the sale team in *** for clarification, our customer service representative emailed Ms*** on 7/to offer an alternate pickupOn 7/25, Ms*** let us know that she would be out of town and, therefore, unable to make an alternate pickupOn 7/26, we emailed her to let her know that we would be shipping the pieces to her free of charge. On 8/1, Ms*** emailed back to let us know that she was not interested in a gift card, but to inquire as to whether we could offer a discount on the trunksOn 8/3, the customer service representative let her know that we were, unfortunately, unable to discount the trunks but that we would be shipping the pieces at our cost. We would like to apologize for the misunderstanding with this emailIn shipping the trunks at our cost, we are simply absorbing the shipping costs as a courtesyThere is a cost associated with shipping any item and EBTH is covering that cost since we made the mistakeMs*** was only charged for the trunks and the associated sales tax, a total of $63.60. There will be no additional cost to Ms*** for these trunksWe have also reached out to the logistics team in an effort to expedite the shipping.Thank 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. We were not trying to insinuate that Ms*** was lying about any items missingWe simply hope to obtain from her an inventory of what she has and what is missing so we can begin to come to a resolution. When an email is sent to [email protected], it filters into our ticketing system which can be accessed by every customer service and managerial employeeWhen we searched Ms***’s name and email address, the most recent ticket we could find was pertaining to the shipping of this invoiceWe don’t know why her emails did not come through to us. We look forward to working with Ms*** through the Revdex.com to come to a resolution. EBTH
Thank you for the opportunity to respond to these concerns. EBTH makes no effort to hide our bidding extension policyIt can be found in section 2, Sales, of our terms and conditions under the “Extension and Close of Internet Bidding” clauseThe EBTH terms and conditions can be reviewed in full at www.ebth.com/terms. Consumer and auction law that govern EBTH do not have any provisions against the bidding extensionWe operate within all legal guidelines that pertain to our businessIf Ms*** is aware of such a provision that our legal team has overlooked, we would be happy to pass that on to our team. Upon receipt of this response, we contacted the facility from which this vase was shippingWe have determined that the vase is unable to be locatedWe have refunded Ms*** in fullIf we are able to locate the piece in the future, we will contact her directlyIf she is still interested in the piece, we will charge her for the item price and ship it to her at no cost. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is suitable to me However I highly encourage this company to allow the purchasers to do a direct pick up to save on shipping costsPlease note that the shipping costs are out ragesIf there are other cost associated with this such as photography and transportation that should be a separate cost and should be up to the purchaser Further I think if the seller knew the out rages shipping costs being incurred by the purchasers they would not Support such high shipping costs to the purchasersI am saddened and disheartened to have to say this, but I will never use everything but the house again
Regards,
*** ***
Thank you for the opportunity to respond to your concern. When a customer cannot make it to a scheduled pickup time, they have the option of having someone else come pick up items on their behalfPer the terms and conditions, upon missing the scheduled pick up time, *** was automatically
charged to have to her items shipped to herThe terms state that “in the event that you fail to pickup or designate shipping for your items in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling fees.” These terms were agreed to prior to placing bids. The only options *** has at this point are to ship her items or to forfeit themIn the event of a forfeiture, per the terms, “EBTH reserves the right to charge the credit card on file for any moving or disposal charges and will not refund payment for the items.” This policy exists due to limited space and time in estates and our offices in local marketsWe do not have the capacity to store items for customers and we have procedure in place to move items as quickly as possible. EBTH is a licensed auction company which operates within all state and local guidelines where we have marketsThis means that we operate within the standards set forth by the Massachusetts Office of Consumer Affairs and Business Regulation.Thanks,EBTH
Thank you for the opportunity to further respond to these concerns. The ring has already been sent to Ms*** via ***, tracking ***It is scheduled for its first delivery attempt Friday, March 3. The ring was first shipped to Ms*** via ***, tracking ***, on January The delivery attempts can be seen in this tracking number. Ms*** reached out to our customer service department on 2/regarding her itemShe asked for a refund at that time and the customer service representative explained that we are unable to refund her money since we shipped the item within our terms and conditionsIf Ms*** does not sign for the items again or refuses shipment, she is still responsible for payment of the item, as it will be considered abandoned. Per our terms and conditions, “IN THE EVENT THAT YOU FAIL TO PICKUP OR DESIGNATE SHIPPING FOR YOUR ITEMS IN ACCORDANCE WITH THE EBTH TERMS AND CONDITIONS, YOU HEREBY AUTHORIZE EBTH TO CHARGE YOUR CREDIT CARD FOR THE PURCHASE AMOUNT OF THE ITEM PLUS ANY TAXES, SHIPPING COSTS AND HANDLING FEESWHEN PIIS SELECTED BY YOU OR IS THE ONLY OPTION, IF YOU FAIL TO PIANY ITEMS AT THE SPECIFIED TIME OR DESIGNATE A SHIPPING OR FULFILLMENT OPTION WITHIN SEVEN (7) DAYS OF THE CLOSE OF BIDDING YOU WILL BE CONSIDERED TO HAVE ABANDONED AND FORFEITED THE ITEMSYOU AGREE THAT TITLE FOR ABANDONED ITEMS WILL AUTOMATICALLY TRANSFER TO EBTH WITHOUT ANY FURTHER ACTION BY YOU OR EBTHYOU EXPRESSLY AGREE THATF AILURE TO RECEIVE ANY ITEM IN THE EVENT OF ABANDONMENT DOES NOT RELIEVE YOUR OBLIGATION TO PAY FOR THE ITEM OR ANY OTHER FEESAT A MINIMUM, YOU WILL BE CHARGED THE AMOUNT OF YOUR BID TO SATISFY PAYMENT OBLIGATIONS TO THE SELLEREBTH MAY, IN ITS ABSOLUTE AND SOLE DISCRETION, RESELL THE ITEMS, DISPOSE OF OR DONATE THE ITEMS TO A CHARITY OF EBTH’S CHOOSINGEBTH RESERVES THE RIGHT TO CHARGE THE CREDIT CARD ON FILE FOR ANY MOVING OR DISPOSAL CHARGES AND WILL NOT REFUND PAYMENT FOR THE ITEMS.”We cannot issue Ms*** a refund. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased for sets of lithographs of a local artist, twelve lithographs in total, from EBTH on 3/for $total, invoice B-***The shipping cost was $and sales tax was $1.62, so her final total was
$156.66. Ms*** was missing one lithograph from lot ***, which was purchased for $and had four total piecesShe also received a piece she did not orderShe reached out to our customer service team, who sent her a return label for the extra pieceOver the next several weeks, we attempted to locate her missing lithograph, but we were unable to. When refunds are offered for lots with multiple items, they are typically prorated and each item is assigned the same value that, when all items are added together, result in the final purchase price of the lotShipping is refunded in the same wayFor this lot, we would have offered a refund of $5.50, which is 1/of the total lot price of $22, and $9, which is 1/of the total shipping cost, for a total refund of $Since Ms*** spent $156.66, we decided to send her a gift card of $instead. If Ms*** would like, we can delete the gift card and refund her $for the missing lithograph or she can keep the $gift cardThis is up to her and we will accommodate whichever option she prefers. We would like to offer our sincere apologies that Ms***’s lithograph was unable to be located.Thank you for your consideration,EBTH
I have reviewed the response made by the business in reference to complaint ID ***7, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. We have reviewed the pictures that Mr*** sent us of the Hand-Knotted Persian *** Area Rug from invoice B-***EBTH concludes that the picture does not demonstrate any misleading information from what we had originally listed on our site. Per the 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 limited.”In regards to Mr***’s concern regarding photo modification, EBTH did not manipulate the picture of this rug in our listingThe bright flash from product photography can often make an item seem brighter than what they look like in natural light. EBTH uses visuals and written word to illustrate an item’s characteristics so that customers can get an idea of what they are bidding onThe Hand-Knotted Persian *** Area Rug from invoice B-*** was described as “Good” with “minor marks from use”Due to this, EBTH is not able to reimburse the customer the requested amount of $for a rug cleaning.We previously offered Mr*** $50, roughly 10%, off the entire invoice as a gesture of good faith, but we are willing to offer Mr*** $100, a little more than 20% off the invoice, as a final offer for compensation. We would like to extend our most sincere apologies again to Mr***We understand that our offer is not what he had originally requested, but we highly value his business as a loyal customer with EBTH and hope to continue doing business with him in the future. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. These items were not available for any other fulfillment option than shippingWhen Ms*** bid on them, there was not a pickup option offered on any of the itemsWe appreciate her feedback and have passed it on to the appropriate channels in an attempt to make this clearer. We cannot adjust Ms***’s shipping cost. Thank you for your consideration. EBTH
Thank you for the opportunity to respond to these concerns Ms*** purchased two rings on 2/According to our terms and conditions, "EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal and payment date." These items were
available for pickup on 2/10. This invoice shipped 2/21, six business days into the shipping process, via UPS, tracking ***It is scheduled for delivery 2/by end of day.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to your concerns. The items for the Detroit sale in question were removed from the property prior to the start of the sale and processed offsite in Cincinnati, OHThis was indicated on the individual page for each item and could be seen prior to
biddingThe items available for local pickup have been professionally moved and stored at a local storage facilityThe fee associated with this is to cover the moving and storage costLooking into these invoices, however, I do see conflicting information regarding pickup locations and times. I cannot, unfortunately, discount the shipping on this saleI can refund the $mirror and cancel shipmentThis would likely result in the mirror being resold or donated. I also cannot waive the warehouse fees, but I have reached out to the team in Detroit and they have offered to allow *** *** *** to pick up their items at the storage facility on Saturday, October between 9am and 1pm. Additionally, I would like to offer Julie and Joseph a $gift card for use on a future purchase. Best EBTHTell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meStaff have gone above and beyond to assist me with all these issues, and I'm not only appreciative but also very impressed with their professionalism, responsiveness, and kindness
Regards,
*** ***
[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 ***, and found that this resolution is not completely working for me until I receive the check which is yet to arrive if EBTH sent it on 8/ Besides, the bidding option base price is not fair for any future sale transaction The salesperson should emphasize and specify that it is their way to go live for any valuable collectibles starting from $1, instead of exaggerating that the bidding prices would go up desirably great That's how I pictured that for my precious items I thought there would be nice buyers for them This is again my purpose of filing this complaint
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. We checked with our Dallas team after we received Ms***'s concernsThe correct address was published and no other customers had trouble locating the property for pickupWe cannot say why the moving company hired by Ms*** was
unable to locate the estate, but we were able to confirm that all the information published was correct.When an item is selected for local pickup, the winning bidder is expected to pick up the items within the scheduled pickup timeWe were only able to be at the property for a limited time - 1pm-6pm CST on Tuesday, November This is because the property was a personal homePer the terms and conditions, “in the event that you fail to pickup or designate shipping for your items in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the items plus any taxes, shipping costs, and handling fees.”Unfortunately, we are unable to facilitate a different pickup time and the items have been booked to be shipped to Ms***Fortunately, we were able to lower our shipping cost from the initial $to $These pieces will be delivered via our white glove service.Thanks for your considerationEBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Again all I can say is look at what other listings brought When they were correctly listed and advertised as vintage the price rarely rose above $ They speak of the auction market value, okay, that value when a person is bidding, is primarily based on the listing and how the item is described, not giving information on the age of the item certainly increased the perceived value This does not mean that is what the item is really worth They state the coat has been returned, I have not yet received it
I just want to try to alert other auction buyers to beware You cannot trust the description of the item to be accurate
Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. According to the staff at the warehouse, Ms***’s husband did not express any concerns about the condition of this pieceWe have inspected the piano and bench and we have determined that the bench leg is in the condition described. Per 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 assessmentIt is your responsibility to read and review all descriptions and images of an item before bidding.” In this instance, we have listed the piece accurately. The piano is still available to be picked up by Ms***It will be held until the Revdex.com process is resolvedIf Ms*** chooses not to pick the piano up, she is still responsible for payment of the item, per our terms and conditionsWe will not charge her a disposal fee.Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. Mr*** can disregard the email in which he was issued a refundIn anticipation of his acceptance of our previous proposed resolution, a check for $was preemptively submitted for approvalThis was done in the hope that Mr*** would agree to return the wrong generator for a check refundAs previously stated, when a customer pays in cash, we can only reimburse them with a checkThe local offices do not keep cash on hand and do not have the funds to reimburse Mr***When Mr*** refused the proposed solution, we canceled the check request. As of 8/31, we have located the * *** *** *** Duel Fuel purchased by Mr***It is at our *** warehouse and Mr*** can take the wrong generator to the warehouse and exchange it for the duel fuel generator any time during the rest of this week or next week, though we will be closed for business on 9/for the Labor Day holidayThat office is located at *** *** *** *** ** *** and is open from 9am to 4:pm. We understand that this has been a frustrating experience for Mr***It was not an experience in line with the expectations EBTH has set for its sales and we would like to offer him our sincere apologies. Thank you for your consideration. EBTH
Thank you for the opportunity to respond to your concern. When *** began shopping on EBTH, sales from the Louisville market were conducted exclusively out of LousivilleIn the last few months, we have changed our processes and some Lousiville sales are processed from our Distribution Center
in Blue Ash, OHThese sales are still marked as "Lousiville" sales to indicate the origin of the items in the sale, but small items are taken to Blue Ash and large items are taken to a storage facility in LouisvilleWhen they are taken to the local storage facility, they are each subject to a $fee to cover the cost of professional removal and storage. The physical locations of the items in a sale are clearly delineated to the right of the item photos on the individual item pageThere are several boxes which lay out all associated fees, costs and pickup options for each itemIn the Lousiville sale *** bid on, ***, the items would have indicated that they were shipping only or to be picked up at the local warehouse for the associated feeWhen she won from sale ***, she won a small item and a large itemThe small item was in Blue Ash and the large item was in Lousiville, generating two different invoices for two different fulfillment options. When *** called regarding the invoice for the smaller item which was shipped to her, our customer service representative explained that the physical location of the item is indicated on the item page and that shipping is the only available fulfillment option, per that pageWhen she called regarding that invoice a second time, our customer service team agreed to split the cost of shipping with her as a courtesy and further explained the new model.When *** called regarding the invoice for the larger item, it was again explained to her that the physical location of the item is indicated on the item page and that the only fulfillment options are shipping or warehouse pickup for a $feeThis fee cannot be waived as it is designed to cover the cost of moving and storage. All of the fulfillment information is indicated on each, individual item pageThis information includes all associated fees. Thanks, EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased a pair of vintage steamer trunks on 7/for $60, invoice B-***.When Ms*** arrived to the scheduled pickup in *** on 7/19, the trunks were unavailable to be picked upShe emailed us to let us know
of her experience that same dayAfter emailing the sale team in *** for clarification, our customer service representative emailed Ms*** on 7/to offer an alternate pickupOn 7/25, Ms*** let us know that she would be out of town and, therefore, unable to make an alternate pickupOn 7/26, we emailed her to let her know that we would be shipping the pieces to her free of charge. On 8/1, Ms*** emailed back to let us know that she was not interested in a gift card, but to inquire as to whether we could offer a discount on the trunksOn 8/3, the customer service representative let her know that we were, unfortunately, unable to discount the trunks but that we would be shipping the pieces at our cost. We would like to apologize for the misunderstanding with this emailIn shipping the trunks at our cost, we are simply absorbing the shipping costs as a courtesyThere is a cost associated with shipping any item and EBTH is covering that cost since we made the mistakeMs*** was only charged for the trunks and the associated sales tax, a total of $63.60. There will be no additional cost to Ms*** for these trunksWe have also reached out to the logistics team in an effort to expedite the shipping.Thank you for your consideration,EBTH