Thank you for the opportunity to respond to these concerns.Ms*** purchased a pendant in September Per our terms and conditions, which are agreed to when creating an account, “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 HANDLIN GFEESWHEN 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 THAT FAILURE 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 CHOOSING.” In 2014, the time period was days, but the rest of the terms were the same. The item is longer available as it was sold almost three years ago. Per Ms***’s concerns regarding open business hours, we do not have regular business hours at our warehouse in LexingtonEBTH staff would have been present during scheduled pickup hours. We cannot issue Ms*** a refund. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. In effort to continuously improve the selling and shopping experience for our global audience, some items will no longer be available for local pickup in many of our marketsSmaller items are taken from those markets and moved to a
central distribution center in Blue Ash, OH, where they are cataloged, photographed and packed for shipment before going live for sale on EBTHThe goal of this shift is to service all of our markets with our own facilitiesEBTH began the transition to this model for the Austin market earlier this summer and that transition is nearly complete, with most Austin sales operating in this wayFulfillment options are always visible and available to all bidders, as was acknowledged by Ms*** in her communication with EBTH. Ms*** called our customer service department on 8/to inquire about this changeAs the customer service representative attempted to explain the transition to Ms***, she immediately responded with hostility and demanded her current bids be retracedPer our terms and conditions, “Your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTHIf you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.”When the customer service representative informed Ms*** that she could not retract her bids, Ms*** responded with a threat to complain if she had to pay shipping charges, saying, “Your little business here will blow [expletive] up.” The customer service representative told Ms*** that there was no need to use harsh language, to which Ms*** responded, “Oh there is a need!” Ms*** demanded the CEO’s name and information, which she was given, and the call was ended. On 8/15, Ms*** won one item, invoice B-***, which can be picked up at no charge locally in Austin. Moving forward, we ask that Ms*** check all the information available to her on the individual items prior to placing bids.We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. As previously stated, we further reviewed the purchase of the piano and the correspondence with Mr***We are able to issue Mr*** a full refund, but we cannot accommodate a pickup of the pieceIf this is the option Mr*** chooses, we will connect Mr*** with the team in ***, *** *** to arrange a date and time to drop the piece offOnce we receive it, we will issue him a full refund of his invoice total of $This offer is not made to stonewall the customer, as we are happy to issue a full refund. We understand that there is an expense involved with Mr*** returning the piano to EBTHIf Mr*** opts not to return the piano to EBTH, we are happy to issue a refund of 50% with the $warehouse pickup fee, a total refund of $726.75. Mr***’s account will not be reinstatedThe decision to end our working relationship with Mr*** is completely based on his repeated unwillingness to work with EBTH within our terms and conditions and his repeated unwillingness to work with our customer service team to solve any issues. 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 However, it is unfortunate that dealing with ETBH is like pulling teeth when it comes to resolving issues arising from their inefficiencies, ineffectiveness, and lack of professionalism reflected by their staff and processI believe that a paying customer should not have to invest their time and effort to go through a frustrustrating process to get n item or service they have paid forAlthough, initially pleasant, EBTH's weakness in logistics: from the most basic issues such as proper packing and labeling of the items purchased, to inefficient and archaic logistics operation, to lack of staffing of their customer service and lack of training of staff and quality control is woefully evidentENTH's inability to deal positively and properly deal with customer dissatisfaction issues arising from the ost fundamental issue such as inventory control and delivery of the purchased item internally without external consumer affairs intervention is a glaring example of this company's maturity and readiness.
Regards,
* * ***
Thank you for the opportunity to respond to these concerns. Mr*** purchased a * *** * gallon air compressor for $on 7/25, invoice B-***With shipping and sales tax, his final total was $227.16. Mr*** contacted our customer service department via email on 7/after he won
the item, to let us know that he had been quoted a lower amount for shipping and included a screen shotThe screen shot, attached as “***,” showed the air compressor at a $bid with a shipping quote of $to his zip code of ***. The customer service representative who assisted Mr*** checked the shipping quote history, attached as “***_Quotes.jpg,” and found that there was no history of this quote being generatedMr*** generated a shipping quote of $on 7/at 10:am to zip code ***, several hours prior to the close of the saleThe customer service representative checked with our IT team, who was able to determine that the lower quote was likely generated as the result of a caching glitch in our web server, but there was no history of this having occurred. The final price Mr*** was charged for shipping was $142.65, approximately $less than he was quoted prior to the close of the saleShipping quotes serve to give customers the range of a shipping cost, but the final shipping price can vary based on the selling price, the delivery address, and the packing needs of the item. Because there is no record in our system of a quote of $18.89, we are unable to honor this shipping priceThat said, since our web server may have generated a bad webpage, we can absorb some of the shipping cost for Mr***The lowest we can ship this to Mr*** from *** to *** is $80.77, with EBTH absorbing $of the final shipping cost. We have applied this refund to his invoice. 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 satisfactory to me.
Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. The gemology department, which is located in Cincinnati, is the gemology department for most of the EBTH marketsThis means that there is a considerably higher work volume in that office than normal. The item shipped on the thirteenth business dayWhen an item is purchased, though we strive for a ten business day shipping period, “any shipping times we provide are estimates only and actual delivery dates may vary.” Reasonable efforts were made to get the pieces out as quickly as possible given the high volume of work. Again, we did not ignore emailsWe simply did not have satisfactory answers for Ms***When we did, we responded to her emails. According to the tracking information, the item is on the UPS truck for delivery today, 1/26. Thank you for your consideration EBTH
Thank you for the opportunity to respond to these concerns. We have read and reviewed Ms***’s original Revdex.com filingWe did not include “synthetic” in the title because there were other descriptive words that needed to be added to fully represent all the aspects present in the itemWe did include it in the item description so that buyers would have all the pertinent informationWe made sure the ring was described as synthetic in its original listing and we rely on bidders to read all information regarding items. The ring was included in our EBTH select sale because of it’s extraordinary nature, condition and valueA 14K Yellow Gold and Platinum Blue Star Sapphire and Diamond Ring is an exceptional piece of fine jewelry and we felt it was of the quality of our Select Sale. Ms***’s dissatisfaction with the ring lies with the nature of the sapphireThough it is a synthetic stone, it is a genuine sapphireA synthetic sapphire has been grown in a lab over a short period of time as opposed to in the groundAccording to the Gemological Institute of America, “a synthetic gem material is one that is made in a laboratory, but which shares virtually all chemical, optical, and physical characteristics of its natural mineral counterpart.” This means that both natural and synthetic sapphires are considered genuine sapphires. The ring purchased by Ms*** was verified by our gemology teamAt EBTH, each gemologist on our team is a Graduate Gemologist from the Gemological Institute of America, where they were trained to use gemological equipment and procedures to identify and grade gemstones.After close evaluation and thorough consideration, we have determined that the piece was not misrepresented.Thank you for your consideration,EBTH
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
I want a refundThis has been a hassle.
Regards,
*** ***
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Mr*** purchased an area rug on 8/for $350, invoice B-***With shipping and sales tax, his final total was $456.54. Upon receipt of this filing with the Revdex.com, we reached out to the team in ***, where the rug was
locatedUnfortunately, they were unable to locate the pieceWe have issued Mr*** a full refund of $456.54.We would like to apologize to Mr*** for the loss of this piece. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Mr*** purchased three items from *** for a total of $on 7/25, invoice B-***With shipping and sales tax, his final total was $92.32.In effort to continuously improve the selling and shopping experience for our global
audience, some items will no ***er be available for local pickup in many of our marketsSmaller items are taken from those markets and moved to a central distribution center in Blue Ash, OH, where they are cataloged, photographed and packed for shipment before going live for sale on EBTHThe goal of this shift is to service all of our markets with our own facilitiesThe Atlanta market was transitioned to this model and has operated in this way for several months. On all sales that operate within this model, there is a disclaimer which reads “Please note that fulfillment options and shipping rates vary by itemDon’t forget to check the shipping quote and fulfillment options for an item before you start bidding.” This would have been present on sale *** as well. All items that are taken to Blue Ash, OH will have the physical item location listed to the right of the item photograph, above the available fulfillment optionsAdditionally, prior to placing a bid in a sale, our system requires all bidders to acknowledge the available pickup optionsMr*** would have only been able to see shipping as an option for these pieces. On Mr***’s three items, the shipping cost was $On 7/26, Mr*** reached out to our customer service team regarding his pieces being unavailable to be picked up in AtlantaAfter being informed that there was no pick up available at any point for this invoice, Mr*** let our customer service team know that he was not interested in receiving the piecesThe pieces were marked for forfeiture, in which case he only pays the item price and sales tax, $29.96, not the shipping cost, and the items stay with EBTH. Mr*** expressed his satisfaction in this resolution to our customer service teamThe invoice still needs to be paid, per our terms and conditions. We apologize for any inconvenience this may have causedWe consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. Upon receipt of Mr***’s rejection from the Revdex.com, we had our shipping team reevaluate his damage claim and customer service ticketThey were able to submit a claim to the carrier, which was approvedWe have refunded Mr*** in full. We apologize for the confusion on this matter. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased a *** *** Upholstered Armchair for $on 3/29, invoice ***After taxes and the warehouse pickup fee, her final total was $375.19. When Ms*** went to pickup the chair on 4/1, she did not
want the piece and asked if she could have a refundThe project manager at the pickup informed her that was not possible, at which point she began to pull at the wear to the side, adding to that damage, and arguing with the project managerShe reached out to our customer service department, but the customer service team was in agreement with the on-site staff. Ms*** reached out again to our customer service department on 4/via email, which included photographs of the chairOur customer service department responded on 4/and, after consulting her email, the pictures, and the team in Boston, it was determined that the chair was represented appropriately and a refund would not be issued.Ms*** called our customer service department and was informed that the final determination would be madeShe called multiple times over the next few days, as well as speaking to an escalation team member, and that the decision was to standMs*** made it clear over the course of these calls that she is unwilling to use EBTH within the parameters set forth by the terms and conditions which she agreed to prior to placing her first bidAs a result of this unwillingness and behavior towards our staff over the phone and in person, We have decided to discontinue our business relationship with her and we have banned her accountAn account ban will prevent a user from accessing their account information. After receipt of this Revdex.com complaint, we have further investigated Ms***’s invoice and experienceWe have reviewed her email and photographs, reviewed the listing, consulted with all EBTH team members involved, and listened to the recorded phone callsWe have determined that the chair was represented appropriately and cannot be refunded. The condition of the chair was listed as good with “wear to sides.” This wear can be seen in the photographsWear can include pilling, pulling in the material, and even some holesThe chair does have animal hair on it, but this can also be seen in the photographs listedWe have included some of the photographs of the chair. No stains were noted in the description or the photographs because there were no stains present on the chair at the time of the removal of the piece from the pickup locationWe cannot speak to when the stains occurred, but they were not on the chair when Ms*** picked them up.While we do occasionally include disclaimers about pet hair or cleaning on item descriptions, these are included as a courtesy and are left to the discretion of the team who catalogs the pieceTypically, these are included in the event of wear present that cannot be seen in the photographsSuch disclaimers are subjective and, therefore, not standard protocol for inclusion. ?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.”Given all of the information available to us, we have decided not to refund Ms***. Thank you for your consideration,EBTH
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This is getting ridiculousHow much longer is EBTH going to prolong this process? I was asked to submit the list to the Revdex.com that I gave to EBTH prior to the auction beginningI did thatEBTH had this list in their possession alreadyIt was given to the EBTH representatives prior to the auction startingThe list requested and which was given to EBTH was not representative of what was or was not going into the auctionIt was given to them as a guideline and reference for what items were in "lots" or "sets" that I requested be kept togetherEBTH obviously didn't use this list when the auction was started and when I complained about it I was ignored with several unanswered emailsIf EBTH would like the list that is an actual representation of what was in the auction it is attached here (including the pricing)I am so tired of EBTH wasting my time and the time of the Cincinnati Revdex.comIt is time EBTH stepped up, admit their mistakes/shortfalls and compensate me for my lossesThis is exactly the reason that a lot of other folks and myself think of EBTH as a second rate, unethical and sneaky companyThank goodness I have personally stopped a lot of people from using them for their auctionsI will continue to get the word out about this company as long as I am able toI personally think that a lot of the bidders were somehow affiliated with EBTH in some wayThat should be investigated alsoIf the Revdex.com should require any more documents or information about this matter please let me knowI appreciate the Revdex.com's time and consideration in this matterI will be awaiting the next series of statements from EBTHKeep in mind that EBTH never gave me a list of what was going into the auction or what was not going into the auction. Sincerely,
*** ***
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
the person who left a message is a member of the customer service team, as she herself stated I do not believe that management does not have access to telephone communication HBTH is trying to placate me with elementary "customer service" speak
Regards,
*** ***
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.I told them I no longer want the item, to issue me a full refund and that's all I want at this point I'm tired of waiting on a package that never ships In fact, I checked on it's "progress" today and found that the company had changed the item's UPS tracking number, the first one showing as "failed." That tells me they have incompetent staff unable to package and ship an item in anything resembling a fimely fashion I told them to keep the item and issue me a refund They refused I refuse their $offer and a statement which is dubious at best that the item will ship out tomorrow - that puts it at weeks or business days Refund - that is what I want
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Ms*** purchased a white Acapulco chair for $on 8/28, invoice B-***With sales tax, the final total was $The chair was available for pickup at our Cincinnati showroom on 8/and Ms*** designated pickup as
her fulfillment option. Items that are available to be picked up at our Cincinnati showroom are held for days before being subject for forfeitMs***’s chair was forfeit on 9/16, approximately days after it was made available to be picked upMs*** reached out to our customer service team on 10/and the customer service representative with whom she worked explained that we were unable to hold items longer than days and that items that are not picked up are forfeitIn the event of a forfeiture, the customer is still responsible for payment of the items and any applicable sales tax and the title for the item transfers to EBTH, at which point EBTH can dispose of the piece, donate the piece, or resell the piece, at their sole discretion. Ms*** expressed her dissatisfaction with this and asked to be contacted by a supervisorA member of our senior leadership team contacted her and explained the hold timelineBecause Ms*** is a relatively new customer, we have refunded her full invoice amount of $We would like to apologize for this confusion and we look forward to working with MS*** in the future. Thank you for your consideration,EBTH
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.The information below is not totally accurate I did let the customer service representative know that I wanted to speak with a manager when SHE refused to transfer my call she hung up on me I didn't refuse a call, I simply requested to speak with someone while I was on the phone The issue was that she misrepresented the fact that she could not place me on hold I knew this to be a misrepresentation as she had already put me on hold.I would think that it would have been a very high priority for someone in higher position to reach out to attempt to resolve this matter There was a total lack of follfrom anyone This is unacceptable EBTH is again pointing to "lack of documentation" of my phone call Please understand that the lack of documentation is on your end, not mine The company did not uphold a promise to me and is now keeping my money as well as my merchandise This is the most absurd thing I have ever experienced.I am again requesting a full refund You can keep pointing to your general business practices but it doesn't make them right when a representative from your company chose to make other arrangements Word of mouth is the best way to endorse a company To date, I have been one of your biggest supporters and have been very vocal about my positive experiences with your company This doesn't fit what I have experienced from organization I cannot imagine that you would think losing a customer, and having that customer share their story in the general public, is worth you keeping my $ I am requesting a full refund based on the shoddy service I received from your company in this instance.Please note that there were other experiences that I had with your company where you were more than willing to accept that "mistakes happen" such as the time I picked up an artificial Christmas tree from a purchase at your warehouse and the box contained only artificial garland and no tree and also the time that I purchased a *** purse from an auction based on the pictures of that purse as listed on your website only to find out that several of the pictures which made the bag look bigger were of another bag, not the one that I purchased In both of these cases I purchased items that had been misrepresented but gave your company opportunity to correct the situation In this situation, I paid, I asked for additional time to pick it up, the request was granted and not upheld I worked with you to resolve those issues I am respectfully requesting that you do the same and either deliver my purchases or the full purchase price to me as agreed to.Regards,
*** ***
Good afternoon Sir,We are not able to ship flammable materials This is not only a company policy, but a parcel issue We did ship in the past on error The person above Marc at EBTH is me If you would like to speak, I'll be happy to Respond to *** with your phone number and a good time for me to call and I'll be happy to speak with you I feel this would be helpful to speak on the phone as I'm having trouble following this message Thank you again.*** ***Vice President of EBTH
Thank you for the opportunity to respond to these concerns.Ms*** purchased a pendant in September Per our terms and conditions, which are agreed to when creating an account, “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 HANDLIN GFEESWHEN 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 THAT FAILURE 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 CHOOSING.” In 2014, the time period was days, but the rest of the terms were the same. The item is longer available as it was sold almost three years ago. Per Ms***’s concerns regarding open business hours, we do not have regular business hours at our warehouse in LexingtonEBTH staff would have been present during scheduled pickup hours. We cannot issue Ms*** a refund. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. In effort to continuously improve the selling and shopping experience for our global audience, some items will no longer be available for local pickup in many of our marketsSmaller items are taken from those markets and moved to a
central distribution center in Blue Ash, OH, where they are cataloged, photographed and packed for shipment before going live for sale on EBTHThe goal of this shift is to service all of our markets with our own facilitiesEBTH began the transition to this model for the Austin market earlier this summer and that transition is nearly complete, with most Austin sales operating in this wayFulfillment options are always visible and available to all bidders, as was acknowledged by Ms*** in her communication with EBTH. Ms*** called our customer service department on 8/to inquire about this changeAs the customer service representative attempted to explain the transition to Ms***, she immediately responded with hostility and demanded her current bids be retracedPer our terms and conditions, “Your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTHIf you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.”When the customer service representative informed Ms*** that she could not retract her bids, Ms*** responded with a threat to complain if she had to pay shipping charges, saying, “Your little business here will blow [expletive] up.” The customer service representative told Ms*** that there was no need to use harsh language, to which Ms*** responded, “Oh there is a need!” Ms*** demanded the CEO’s name and information, which she was given, and the call was ended. On 8/15, Ms*** won one item, invoice B-***, which can be picked up at no charge locally in Austin. Moving forward, we ask that Ms*** check all the information available to her on the individual items prior to placing bids.We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. As previously stated, we further reviewed the purchase of the piano and the correspondence with Mr***We are able to issue Mr*** a full refund, but we cannot accommodate a pickup of the pieceIf this is the option Mr*** chooses, we will connect Mr*** with the team in ***, *** *** to arrange a date and time to drop the piece offOnce we receive it, we will issue him a full refund of his invoice total of $This offer is not made to stonewall the customer, as we are happy to issue a full refund. We understand that there is an expense involved with Mr*** returning the piano to EBTHIf Mr*** opts not to return the piano to EBTH, we are happy to issue a refund of 50% with the $warehouse pickup fee, a total refund of $726.75. Mr***’s account will not be reinstatedThe decision to end our working relationship with Mr*** is completely based on his repeated unwillingness to work with EBTH within our terms and conditions and his repeated unwillingness to work with our customer service team to solve any issues. 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 However, it is unfortunate that dealing with ETBH is like pulling teeth when it comes to resolving issues arising from their inefficiencies, ineffectiveness, and lack of professionalism reflected by their staff and processI believe that a paying customer should not have to invest their time and effort to go through a frustrustrating process to get n item or service they have paid forAlthough, initially pleasant, EBTH's weakness in logistics: from the most basic issues such as proper packing and labeling of the items purchased, to inefficient and archaic logistics operation, to lack of staffing of their customer service and lack of training of staff and quality control is woefully evidentENTH's inability to deal positively and properly deal with customer dissatisfaction issues arising from the ost fundamental issue such as inventory control and delivery of the purchased item internally without external consumer affairs intervention is a glaring example of this company's maturity and readiness.
Regards,
* * ***
Thank you for the opportunity to respond to these concerns. Mr*** purchased a * *** * gallon air compressor for $on 7/25, invoice B-***With shipping and sales tax, his final total was $227.16. Mr*** contacted our customer service department via email on 7/after he won
the item, to let us know that he had been quoted a lower amount for shipping and included a screen shotThe screen shot, attached as “***,” showed the air compressor at a $bid with a shipping quote of $to his zip code of ***. The customer service representative who assisted Mr*** checked the shipping quote history, attached as “***_Quotes.jpg,” and found that there was no history of this quote being generatedMr*** generated a shipping quote of $on 7/at 10:am to zip code ***, several hours prior to the close of the saleThe customer service representative checked with our IT team, who was able to determine that the lower quote was likely generated as the result of a caching glitch in our web server, but there was no history of this having occurred. The final price Mr*** was charged for shipping was $142.65, approximately $less than he was quoted prior to the close of the saleShipping quotes serve to give customers the range of a shipping cost, but the final shipping price can vary based on the selling price, the delivery address, and the packing needs of the item. Because there is no record in our system of a quote of $18.89, we are unable to honor this shipping priceThat said, since our web server may have generated a bad webpage, we can absorb some of the shipping cost for Mr***The lowest we can ship this to Mr*** from *** to *** is $80.77, with EBTH absorbing $of the final shipping cost. We have applied this refund to his invoice. 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 satisfactory to me.
Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. The gemology department, which is located in Cincinnati, is the gemology department for most of the EBTH marketsThis means that there is a considerably higher work volume in that office than normal. The item shipped on the thirteenth business dayWhen an item is purchased, though we strive for a ten business day shipping period, “any shipping times we provide are estimates only and actual delivery dates may vary.” Reasonable efforts were made to get the pieces out as quickly as possible given the high volume of work. Again, we did not ignore emailsWe simply did not have satisfactory answers for Ms***When we did, we responded to her emails. According to the tracking information, the item is on the UPS truck for delivery today, 1/26. Thank you for your consideration EBTH
Thank you for the opportunity to respond to these concerns. We have read and reviewed Ms***’s original Revdex.com filingWe did not include “synthetic” in the title because there were other descriptive words that needed to be added to fully represent all the aspects present in the itemWe did include it in the item description so that buyers would have all the pertinent informationWe made sure the ring was described as synthetic in its original listing and we rely on bidders to read all information regarding items. The ring was included in our EBTH select sale because of it’s extraordinary nature, condition and valueA 14K Yellow Gold and Platinum Blue Star Sapphire and Diamond Ring is an exceptional piece of fine jewelry and we felt it was of the quality of our Select Sale. Ms***’s dissatisfaction with the ring lies with the nature of the sapphireThough it is a synthetic stone, it is a genuine sapphireA synthetic sapphire has been grown in a lab over a short period of time as opposed to in the groundAccording to the Gemological Institute of America, “a synthetic gem material is one that is made in a laboratory, but which shares virtually all chemical, optical, and physical characteristics of its natural mineral counterpart.” This means that both natural and synthetic sapphires are considered genuine sapphires. The ring purchased by Ms*** was verified by our gemology teamAt EBTH, each gemologist on our team is a Graduate Gemologist from the Gemological Institute of America, where they were trained to use gemological equipment and procedures to identify and grade gemstones.After close evaluation and thorough consideration, we have determined that the piece was not misrepresented.Thank you for your consideration,EBTH
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
I want a refundThis has been a hassle.
Regards,
*** ***
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Mr*** purchased an area rug on 8/for $350, invoice B-***With shipping and sales tax, his final total was $456.54. Upon receipt of this filing with the Revdex.com, we reached out to the team in ***, where the rug was
locatedUnfortunately, they were unable to locate the pieceWe have issued Mr*** a full refund of $456.54.We would like to apologize to Mr*** for the loss of this piece. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Mr*** purchased three items from *** for a total of $on 7/25, invoice B-***With shipping and sales tax, his final total was $92.32.In effort to continuously improve the selling and shopping experience for our global
audience, some items will no ***er be available for local pickup in many of our marketsSmaller items are taken from those markets and moved to a central distribution center in Blue Ash, OH, where they are cataloged, photographed and packed for shipment before going live for sale on EBTHThe goal of this shift is to service all of our markets with our own facilitiesThe Atlanta market was transitioned to this model and has operated in this way for several months. On all sales that operate within this model, there is a disclaimer which reads “Please note that fulfillment options and shipping rates vary by itemDon’t forget to check the shipping quote and fulfillment options for an item before you start bidding.” This would have been present on sale *** as well. All items that are taken to Blue Ash, OH will have the physical item location listed to the right of the item photograph, above the available fulfillment optionsAdditionally, prior to placing a bid in a sale, our system requires all bidders to acknowledge the available pickup optionsMr*** would have only been able to see shipping as an option for these pieces. On Mr***’s three items, the shipping cost was $On 7/26, Mr*** reached out to our customer service team regarding his pieces being unavailable to be picked up in AtlantaAfter being informed that there was no pick up available at any point for this invoice, Mr*** let our customer service team know that he was not interested in receiving the piecesThe pieces were marked for forfeiture, in which case he only pays the item price and sales tax, $29.96, not the shipping cost, and the items stay with EBTH. Mr*** expressed his satisfaction in this resolution to our customer service teamThe invoice still needs to be paid, per our terms and conditions. We apologize for any inconvenience this may have causedWe consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. Upon receipt of Mr***’s rejection from the Revdex.com, we had our shipping team reevaluate his damage claim and customer service ticketThey were able to submit a claim to the carrier, which was approvedWe have refunded Mr*** in full. We apologize for the confusion on this matter. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased a *** *** Upholstered Armchair for $on 3/29, invoice ***After taxes and the warehouse pickup fee, her final total was $375.19. When Ms*** went to pickup the chair on 4/1, she did not
want the piece and asked if she could have a refundThe project manager at the pickup informed her that was not possible, at which point she began to pull at the wear to the side, adding to that damage, and arguing with the project managerShe reached out to our customer service department, but the customer service team was in agreement with the on-site staff. Ms*** reached out again to our customer service department on 4/via email, which included photographs of the chairOur customer service department responded on 4/and, after consulting her email, the pictures, and the team in Boston, it was determined that the chair was represented appropriately and a refund would not be issued.Ms*** called our customer service department and was informed that the final determination would be madeShe called multiple times over the next few days, as well as speaking to an escalation team member, and that the decision was to standMs*** made it clear over the course of these calls that she is unwilling to use EBTH within the parameters set forth by the terms and conditions which she agreed to prior to placing her first bidAs a result of this unwillingness and behavior towards our staff over the phone and in person, We have decided to discontinue our business relationship with her and we have banned her accountAn account ban will prevent a user from accessing their account information. After receipt of this Revdex.com complaint, we have further investigated Ms***’s invoice and experienceWe have reviewed her email and photographs, reviewed the listing, consulted with all EBTH team members involved, and listened to the recorded phone callsWe have determined that the chair was represented appropriately and cannot be refunded. The condition of the chair was listed as good with “wear to sides.” This wear can be seen in the photographsWear can include pilling, pulling in the material, and even some holesThe chair does have animal hair on it, but this can also be seen in the photographs listedWe have included some of the photographs of the chair. No stains were noted in the description or the photographs because there were no stains present on the chair at the time of the removal of the piece from the pickup locationWe cannot speak to when the stains occurred, but they were not on the chair when Ms*** picked them up.While we do occasionally include disclaimers about pet hair or cleaning on item descriptions, these are included as a courtesy and are left to the discretion of the team who catalogs the pieceTypically, these are included in the event of wear present that cannot be seen in the photographsSuch disclaimers are subjective and, therefore, not standard protocol for inclusion. ?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.”Given all of the information available to us, we have decided not to refund Ms***. Thank you for your consideration,EBTH
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This is getting ridiculousHow much longer is EBTH going to prolong this process? I was asked to submit the list to the Revdex.com that I gave to EBTH prior to the auction beginningI did thatEBTH had this list in their possession alreadyIt was given to the EBTH representatives prior to the auction startingThe list requested and which was given to EBTH was not representative of what was or was not going into the auctionIt was given to them as a guideline and reference for what items were in "lots" or "sets" that I requested be kept togetherEBTH obviously didn't use this list when the auction was started and when I complained about it I was ignored with several unanswered emailsIf EBTH would like the list that is an actual representation of what was in the auction it is attached here (including the pricing)I am so tired of EBTH wasting my time and the time of the Cincinnati Revdex.comIt is time EBTH stepped up, admit their mistakes/shortfalls and compensate me for my lossesThis is exactly the reason that a lot of other folks and myself think of EBTH as a second rate, unethical and sneaky companyThank goodness I have personally stopped a lot of people from using them for their auctionsI will continue to get the word out about this company as long as I am able toI personally think that a lot of the bidders were somehow affiliated with EBTH in some wayThat should be investigated alsoIf the Revdex.com should require any more documents or information about this matter please let me knowI appreciate the Revdex.com's time and consideration in this matterI will be awaiting the next series of statements from EBTHKeep in mind that EBTH never gave me a list of what was going into the auction or what was not going into the auction. Sincerely,
*** ***
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
the person who left a message is a member of the customer service team, as she herself stated I do not believe that management does not have access to telephone communication HBTH is trying to placate me with elementary "customer service" speak
Regards,
*** ***
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.I told them I no longer want the item, to issue me a full refund and that's all I want at this point I'm tired of waiting on a package that never ships In fact, I checked on it's "progress" today and found that the company had changed the item's UPS tracking number, the first one showing as "failed." That tells me they have incompetent staff unable to package and ship an item in anything resembling a fimely fashion I told them to keep the item and issue me a refund They refused I refuse their $offer and a statement which is dubious at best that the item will ship out tomorrow - that puts it at weeks or business days Refund - that is what I want
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Ms*** purchased a white Acapulco chair for $on 8/28, invoice B-***With sales tax, the final total was $The chair was available for pickup at our Cincinnati showroom on 8/and Ms*** designated pickup as
her fulfillment option. Items that are available to be picked up at our Cincinnati showroom are held for days before being subject for forfeitMs***’s chair was forfeit on 9/16, approximately days after it was made available to be picked upMs*** reached out to our customer service team on 10/and the customer service representative with whom she worked explained that we were unable to hold items longer than days and that items that are not picked up are forfeitIn the event of a forfeiture, the customer is still responsible for payment of the items and any applicable sales tax and the title for the item transfers to EBTH, at which point EBTH can dispose of the piece, donate the piece, or resell the piece, at their sole discretion. Ms*** expressed her dissatisfaction with this and asked to be contacted by a supervisorA member of our senior leadership team contacted her and explained the hold timelineBecause Ms*** is a relatively new customer, we have refunded her full invoice amount of $We would like to apologize for this confusion and we look forward to working with MS*** in the future. Thank you for your consideration,EBTH
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.The information below is not totally accurate I did let the customer service representative know that I wanted to speak with a manager when SHE refused to transfer my call she hung up on me I didn't refuse a call, I simply requested to speak with someone while I was on the phone The issue was that she misrepresented the fact that she could not place me on hold I knew this to be a misrepresentation as she had already put me on hold.I would think that it would have been a very high priority for someone in higher position to reach out to attempt to resolve this matter There was a total lack of follfrom anyone This is unacceptable EBTH is again pointing to "lack of documentation" of my phone call Please understand that the lack of documentation is on your end, not mine The company did not uphold a promise to me and is now keeping my money as well as my merchandise This is the most absurd thing I have ever experienced.I am again requesting a full refund You can keep pointing to your general business practices but it doesn't make them right when a representative from your company chose to make other arrangements Word of mouth is the best way to endorse a company To date, I have been one of your biggest supporters and have been very vocal about my positive experiences with your company This doesn't fit what I have experienced from organization I cannot imagine that you would think losing a customer, and having that customer share their story in the general public, is worth you keeping my $ I am requesting a full refund based on the shoddy service I received from your company in this instance.Please note that there were other experiences that I had with your company where you were more than willing to accept that "mistakes happen" such as the time I picked up an artificial Christmas tree from a purchase at your warehouse and the box contained only artificial garland and no tree and also the time that I purchased a *** purse from an auction based on the pictures of that purse as listed on your website only to find out that several of the pictures which made the bag look bigger were of another bag, not the one that I purchased In both of these cases I purchased items that had been misrepresented but gave your company opportunity to correct the situation In this situation, I paid, I asked for additional time to pick it up, the request was granted and not upheld I worked with you to resolve those issues I am respectfully requesting that you do the same and either deliver my purchases or the full purchase price to me as agreed to.Regards,
*** ***
Good afternoon Sir,We are not able to ship flammable materials This is not only a company policy, but a parcel issue We did ship in the past on error The person above Marc at EBTH is me If you would like to speak, I'll be happy to Respond to *** with your phone number and a good time for me to call and I'll be happy to speak with you I feel this would be helpful to speak on the phone as I'm having trouble following this message Thank you again.*** ***Vice President of EBTH