Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ---I wholeheartedly reject the response from EBTH, not only as an unsatisfactory resolution to the complaint, but also as a completely account of the situationNot only have they defrauded me but now they have also libeled meI absolutely wanted the chair in question as it was represented on-line with a description of “good” with only “wear to sides” From looking at the only photos provided by EBTH the chair appeared to have pills to the fabric on the side and otherwise appeared to be in good conditionIn fact when this item was first posted there were other photos included in the write up which showed obvious cuts in plain white material which didn’t have the pattern of the chair and so I assumed they might be from the bottom of the chairI reached out to customer service on 3/23/to find out if, in fact, these photos showed the bottom of the chair because I wasn’t going to bid on an item that had such damage They initially responded 3/23/at 2:PM “Thank you for taking the time to contact us at EBTH.com! One of our agents is looking into it and we will get back to you within hours!” Only after I received an email back from them on 3/24/at 9:AM confirming that the tears were not for this item: “ Thank you for contacting EBTH! The last two photos are from a different item and will be taken down! Thank you for bringing that to our attention!” that I decided to start bidding on the chairMy first bid for the item was on 3/24/at 11:59:AM I have been furnishing my new house and wanted the chair for my guest bedroom (In fact, I would still take the same Jonathan Adler chair for the same price IF it was in fact in good condition)On 4/1/I drove to the warehouse/self-storage facility in a snowstorm to pick up the item because I wanted the itemI brought layers of protective wrap for the item: a large clean white sheet, a thick blanket-type covering with water resistant surface, and an official moving blanketI also had large rolls of bubble wrap to use to protect the sides in the car from any minor movement while driving I am extremely careful with and respectful of people’s belongings and have always used the same care when picking up other items I have purchased from EBTH.The EBTH representative, Helgi, brought the chair out to the front of the storage facility and it was only AFTER I looked over the chair and saw how dirty it was and that it actually had noticeable holes in the side (not just wear with pills to the fabric surface) and realized that the item had been completely misrepresented on line with the photos and description, that I told him that I didn’t want the chair and wanted a refundI explained that the EBTH photos and description were extremely misleading and did not reflect the actual condition: There is no mention of how dirty the item is in the description despite the fact that EBTH routinely comments on this when an item is very dirty or is stained and "would benefit from cleaning" The photos of this chair hide the extent of the damage to the side where there are actual holes in the fabric where stuffing is exposedI told him I would never had bid on this item at all with the proper description and accurate photo renderingsHelgi said that the condition of the “item was accurate : good because as long as it is STRUCTURALLY good then the item is in good condition" - nothing else is relevantSo as long as the chair isn't wobbly or doesn't collapse when you sit in it, it is in good conditionFor an all fabric chair it doesn't matter what the condition is of the outside of the chair, if the item would need to be completely reupholstered, has holes in it or if it is extremely dirty, as long as you can sit down on it and "use it as a chair" it is in good conditionEven if it is worthlessIn fact he said he has instructed all of his Boston employees NEVER to comment on the cleanliness of an item and has told them NEVER to put "item would benefit from cleaning” because it is against the rulesI said many items listed on the EBTH site, including items currently up for bid today (4/1/17) - chairs, couches, rugs etc - say " would benefit from cleaning", "stains to fabric", etc to inform the customer of the condition of an item and therefore when absent one could also conclude that it is not in this conditionAlso other items on EBTH specifically list when there is pet hair on an item or it it has come from a household with animals - there is clearly thick pet hair on this and I am allergic to catsHe had a computer on site and I offered to show him examples of current items with these exact details but he declinedI have included a few of these examples in my attached documents He said anyone who puts any of the above descriptions into the online description is "wrong and shouldn't be doing this and is NOT FOLLOWING COMPANY POLICY” In fact, this is not the case and in fact it is HE who is not following company policy and precedentOne cannot routinely comment on these details such that it is standard practice or to be expected, and then have him completely refuse to do so in the Boston marketHow could anyone make any guess as to the condition of the item if the condition is purposely not given or hidden? This is not a fair or equal marketplace Why not include in the description - torn fabric, holes in the fabric, needs to be cleaned - unless they are purposely trying to mislead? Why not show accurate photos online - unless they are purposely trying to mislead? Yes, Helgi and I disagreed over whether or not it is against company policy to include such information regarding the outside condition or cleanliness of an item ( not just the structure of a piece) in the write up which he claimed was forbidden by company policyI stand by my assertion that it is not and could not be part of company policy to omit and misrepresent the condition thereby deceiving customers or it would be fraudHe insisted I would not be given a refund and must remove the itemI called customer service from my cell phone while I was with Helgi at the warehouse to lodge a complaint (at 1:PM - minute phone call) and detailed the condition of the chair and complained that it was very different than advertised Therefore I didn’t want the chair in its actual condition; I had been completely mislead and never would have bid on it with honest and accurate informationI said I would leave the chair there and EBTH could have itI was told they were only covering phones for the weekend but would send me a form for me to fill outThey said I had to remove the chair while awaiting resolution of the dispute.I also detailed my complaint on paper right there, explaining what was wrong with the chair, that it has been entirely misrepresented, and was the reason why I no longer wanted the chair but was told I had to remove it I signed and then he signed this initial written complaint (see attached document - time stamp of photo is 4/1/1:31:PM)He still insisted I would not be given a refund and must remove the itemI was told I could not leave it while awaiting a resolution/refund with the company I then carefully double wrapped the chair with protective coverings before leaving the warehouse and placing it in my vehicle where it was further protected with the moving blanket and bubble wrapI drove straight from there to an already scheduled appointment I had with my accountant (tax season) a few miles awayI then had a 30+ minute ride home from there in the snowstormThe chair was removed, still wrapped, and placed inside my house and shortly thereafter I took photos of the condition to accompany the dispute (photo stamp at 2:58:PM ) Then shortly thereafter around 3:PM I called back customer service to inform them that I had not been emailed the dispute form as promised, discussed the problem once again, and asked to speak with a supervisorI spoke with Jonathan, I believe, and detailed the entire issue and offered several times to send over (email or text) the photos immediately to him so he could see the real condition of the chair and understand my concerns about keeping such a dirty item in my house and asked again if I could bring the chair back right then, before the warehouse closed at PMHe agreed that it was NOT company policy not to comment on dirt, staines, holes, pet hair, and in fact are routinely listed, but said he was not the one to make any decisions and gave me the information where I should send my photosHe said he had no jurisdiction over Helgi and I could try to bring the chair back but if Helgi still refused it then I was out of luckI indicated I wasn’t going to drive back in a snowstorm unless he could make sure I was able to leave the chair which he said he wasn’t able to do And before we had even ended our conversation it was past 3:PM and so I informed him that I could no longer make the warehouse before it closed I then had other things I had to attend to at home but wrote up my complaint and sent it along with the earlier photos by PM that eveningI called EBTH on Monday 4/3/and spoke with Becky, not only to find out the status of my complaint regarding the chair, but also to inquire about a picture that I had purchased in February but had not yet been deliveredShe was not familiar with the chair complaint and so I detailed the issues at lengthShe also confirmed what Jonathan had said, that it is not against company policy to comment on the condition of an item, and consumers are normally told of such issues, which is in direct contradiction to what Helgi was claimingShe agreed with my concerns and even commented that when a chair or couch is no longer in good condition, it is actually more expensive to reupholster a chair than to just buy a new chairShe said I would get a call the following day from the team regarding the dispute Instead I only got an email the following day (4/4/17) from Heather at EBTH indicating that “After discussion with our Boston Project Manager (who is Helgi) and my Supervisors, we are not able to offer you a refund for this chair “ We feel that this chair was accurately described and the photos showed the condition of the fabric” without any acknowledgement that my photos clearly showed that the chair was not in good condition or that the photos they had posted online were obviously misleading (whether intentional or not).I took great care with the chair at all times, despite the fact that it was in the poor condition at the time I took possession of it and thought ultimately it would be going out to the trash (since I was told EBTH would refuse to take the chair back even if I was given a refund) or returned to EBTH once the dispute had a chance to be heard since the misrepresentations were very obvious As the adage goes “ a picture is worth a thousand words.” Attached are multiple photographs (not sure if they will all fit in one document and may need to come in several) which all help support my claimThey will show that it is EBTH that was and continues to be be dishonest, not only by first misrepresenting an item (intentionally or not), then by not conceding a mistake had been made in the online representation of the chair after confronted with the facts, but finally (and most disturbing) by falsely accusing me of wrongdoing I have included the photos that I took just after I arrived home on 4/1/at 2:PM which clearly show the dirt, stains, holes and cat hair on the chair that were present when I first looked at the chair at the warehouse and complained to Helgi about They also clearly show why this item would not be considered in “good” conditionThe photos speak for themselvesI have also included the photos that EBTH posted online in which these major flaws are not evident or represented accuratelyYou can see that their photos are washed out so much that they hide the actual flaws I’ve shown existedThe real color in the design of the fabric is bright orange, not very light orange/peach as it mostly appears in their photos Their photos are also taken from far enough away so that even in their ‘magnified photos’ you cannot see the “grain”/threads of the fabric Both of these issues conceal the real condition of the chair as detailed above and if not done intentionally, then one would have made sure to include a notation of the dirt, stain, holes and cat hair under the descriptionBut Helgi has already admitted that he wouldn’t have included this information because these flaws do not affect the structure of a chair AND this information is against company policy to include I have also attached a photo from Polyvore and Pinterest websites of this same Jonathan Adler chair which I recently found online which shows that indeed the color is bright orange, and supports the fact that my photos are a much more accurate rendering of the item My photos, taken from a simple [redacted] , are: not washed out and therefore one can see the dirt, stains and cat hair on the chair and easily show the grain/details of the fabric so that one can see that their is actually quite a bit of damage to the sides, with noticeable tears in the fabric with holes where the stuffing is exposed and in places is actually coming through in long strands These same photos should have been available to the consumer; if posted, I would never have bid on the item EBTH claims in their most recent response “No stains were noted in the description or the photographs because there were no stains present on the chair a the time of the removal of the piece from pickup location We cannot speak to when the stains occurred, but they are not on the chair when (the customer) picked them up”, implying that somehow the stains seen in my photos only appeared after I removed the item from the warehouse and also implying that stains, if present, would have been included in the description (and also should have been included)I continue to assert that if the stains (which were already present at the warehouse) had been included on the description I would not have bid on the item EBTH is also claiming that I “began to pull at the wear to the side, adding to the damage,” after I decided I just didn’t want the itemThis is on all accountsIt is outrageous and frankly a dangerous scare tactic to falsely accuse me of “damaging an item” and lying about the state of the item at the warehouse Yesterday I took their own online photos from their website (Revdex.com can do exactly the same thing), was able to blow them up on apple iPhoto and darken them to closer match the actual color of the real fabric and have included these as well in the attachments to show you that with this manipulation you can actually see that the dirt, stains, holes and cat hair, were all present on the chair at least as of 3/23/(when their photos were available on line for customers to view) and indeed correspond to my photos and show that I have been completely truthful and EBTH has falsely accused me of misrepresenting the facts in the caseThe screen shot of the photos I have from their web site shows a date of 3/29/@8:PM because I believe this is the last date this site was active However, they are able to disguise the real condition of the chair in the photos posted online by taking the photos from a distance and washing out the photos I agree that the photos they posted on line for their customers to view show the item to be in good condition - it is only after investigative work with the iPhoto application that one can start to uncover and see the flaws they are trying to hideNo one should have to do this I maintain that my photos 100% reflect the condition of the chair at the time I viewed it on site at the warehouse and only after realizing the true condition of the chair did I then say I did not want the chairAnd in fact I did the reverse experiment yesterday where I showed how I could also take photos of the chair and by simply making the photo lighter could make the stains disappear and larger holes less obvious, same as EBTH didThey claim the awful stains I showed are new and the holes were made worse and therefore should be evident in the new photos - same as they claim any stains would have been evident in their washed out photos but “weren’t noted in the photographs because they weren’t present”- but aren’tThese photos are date stamped 4/6/@1:54:PMEBTH has clearly stated that “no stains were present” as of 1:PM on 4/1/17, before the chair was taken from the warehouse, but in fact were at least present as of 3/23/and so not only have they lied to me and the Revdex.com about the presence of the stains but then claim I was the one who lied when I reported the stains being present at the warehouse I would also seem logical then to conclude that they intentionally mislead the consumer by posting washed out photos and photos taken from a distance to hide flaws, since they are claiming the flaws didn’t exist when they actually did and must have known they did Look at the clarity and details of just the grain of the fabric itself in my photos, and you can understand why my photos more clearly show the flaws compared with theirs that I had to darken and blow up and are more out of focus with magnification because they were taken from further away EBTH should post photos online which are accurate representations of the item and the consumer should not have to use a photo program to find the flaws they are trying to hideOr if for some reason EBTH does not know how to take accurate photos then they have a duty to disclose the flaws in the written description.I couldn’t have been more honest, transparent and timely with my concerns/complaintI offered to leave the chair in their possession while awaiting a resolution before ever leaving with it To even suggest that I “damaged the item” in any way or misrepresented the facts in any way as I have presented them here is categorically and is libel.I also fully stand behind my behavior I had a right to dispute the condition of the item at the warehouse and question Helgi’s statement that is was against company policy to disclose information on the cleanliness/outside condition of an itemI called customer service several times to explain my concerns in an attempt to resolve the issue I was the onethat was met not only with unprofessional behavior but lied to by Helgi, several customer service representatives, and most recently by the representative who responded to this Revdex.com inquiry I am rightfully frustrated and dismayed by their tactics, and probed for answers that I never gotI certainly voiced my frustration but was never unprofessionalBelow is a detailed account of the phone conversations I had with customer service on 4/4/which are entirely appropriateFrankly, I think anyone would be frustrated by their responses/actionsI also have recordings as well if the Revdex.com requests them:After getting an email from EBTH on 4/4/which was an inadequate response to my complaint that did not address my concerns, I called and asked who I had spoken with the day before, not remembering Becky’s name, and was told it was Lex, by mistakeSo instead of having to explain the entire issues surrounding the complaint to a 5th person, I asked to speak with Lex (thinking she was Becky who had been very reasonable and personable on the phone the day before) but was told Lex was on another line and was unavailable but would call back once she was off the phoneI then asked to speak with a supervisor but was told they had all left and gone home for the day at 5, despite EBTH being open until However, during subsequent phone calls over the next hour trying to reach Lex, I was told differing stories about the supervisorsNow instead of them already leaving, they were actually present but were either unable or unwilling to talk with me (because the dispute had already been decided and so I would not be able to speak with a supervisor)I was told at least twice that Lex would call me as soon as she was off the phone but she never didSo I had my parter call from his phone and ask for her without reference to meShe called him back immediately but then as soon as I got on the phone and gave my name she said she couldn’t hear anything, would call back and hung up on me Not surprisingly she never called back Then I spoke with Jade who reiterated that the decision was final, period and would not address my photos in any way or even acknowledge them, despite me asking this several times, and she hung on me I learned from Jade that it was in fact Becky I had wanted to speak with and she worked after PM so I called back after hoping to speak with her but she wasn’t workingIn trying to give the employee the invoice # she requested I realized I was suddenly unable to access my account The site had a message “please call customer service regarding your account” but when I kept explaining this to her and then her supervisor they said the issue was on my end and had nothing to do with them and I could in fact access my accountI explained that I had to have access to my invoices because I was still awaiting a shipment for an expensive item I had purchased in February The supervisor insisted EBTH was not preventing me from accessing my account, would not look into it and hung up on me I was only informed that indeed my account had been disabled, as I claimed, after I filed a complaint with the Revdex.com and it was part of their last response I have been given the run around, falsehoods, conflicting (and contradictory) information, was hung up on at least times and then accused of vandalism and deceiptI cannot imagine ever being treated this way for bringing a legitimate complaint with substantiating evidence.To reiterate, I couldn’t have been more honest, transparent and timely with my concerns/complaintI offered to leave the chair in their possession while awaiting a resolution before ever leaving with itI have shown how the condition of the chair was grossly misrepresented and feel I am entitled to a refundFor EBTH to suggest that I “damaged the item” in any way or misrepresented the facts as I have presented them is categorically and is libel
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Please see attached linkThis goes to show how this ordeal is a misunderstanding on the part of EBTHIn the $90,of items purchased through EBTH I have not had any major issues until recentBelow is a link to the shipping policy and charge formulas for ***.https://www.***.com/assets/resources/media/value-added_pricing_daily.pdf [redacted] charges per for packages valued over Since EBTH uses [redacted] exclusivelyIdeally they should 1) know the terms of service with ***2) Have a discounted rate greater than the amount quoted on the sheetThis whole matter could be resolved with EBTH better understanding there own shippingI am not saying this to be rude, I am saying this to help them improve their business model when the shipping is currenlty the weakest portion IMO.Second refund the overage in shipping chargesThird reinstate my account so I can continue to work with EBTH and drive up bids and win interesting items.Thank you,*** Regards, [redacted]
Hello [redacted] ,Thank you for bringing this to my attention I'm pleased you took my call We have credited back your shipping If you have any concerns with shipping costs in the future, please contact our customer service team I've also sent you a $gift card We look forward to having you discovering new items on our siteThank you again
Thank you for the opportunity to further respond to these concernsPer our terms and conditions, “For your convenience, EBTH provides certain e-mail, push and SMS communications regarding the status of ongoing salesThese communications are provided as a courtesy only and are not official bid status communicationsThe failure to receive a notification of a winning bid does not relieve you from your contractual obligations as the winning bidder.” This means that, Ms [redacted] was responsible for picking up her items, regardless of the SMS messagingAdditionally, she was emailed with her winning invoice information following her winning bid, at which point she would have been able to retrieve any and all relevant pick up information from the EBTH websiteOur tech team is still investigating Ms [redacted] ’s SMS messagingWhile we are unable to make her desired change to our app, we do have links to our terms and conditions located within the appThis invoice was held at our [redacted] showroom for Ms [redacted] to pick up for days before it was shippedWe are unable to refund her shipping furtherThank you for your consideration,EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Thank you for the opportunity to respond to these concernsMr [redacted] purchased a [redacted] vase on 1/24, invoice [redacted] , for $With shipping and sales tax, his total purchase was $On 2/7, Mr [redacted] called our customer service department to let us know that the item had chips that were not describedHe was asked to send photographs to our email address and we received themThe photos were sent to our shipping department and, after some consideration, we let Mr [redacted] know that the chips he sent pictures of can be seen in the item photographs on 2/The chips in question are on the base of the pieceThough they are not listed in the item description, they are photographed and can be seen clearlyWe use a combination of description and photography to showcase any flaws items may havePer 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.”We cannot refund Mr [redacted] Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concernsMr [redacted] purchased the [redacted] trucks on 1/for $He purchased another item for $and paid $in shippingHis total invoice was $155.96, as can be seen in the attached invoiceMr***’s damage claim was sent to him by a customer service representative in response to a phone call on 1/He responded later that morningIt was then put into the queue to be answered by our shipping teamThe Revdex.com complaint came in on 1/which was the same day the shipping team pulled it from their queueThese two things happened independently of one anotherIn the event of a damaged item, we have a process to follow in order to ensure we can recoup any losses and address any packing issuesPart of this process includes the buyer sending us several photographsIn Mr***’s instance, this was done over the course of several emails, along with requests for clarification from our shipping teamWe were not dragging our feet, we were simply following procedureWe have sent Mr [redacted] a return shipping labelWe have asked him to pack up all the parts and send them back to usWhen we receive it, we will issue a refund of $116, which is the purchase price of the items along with half of the shipping costThis was all included in our email exchange with Mr***Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concernsMr [redacted] purchased a pair of Custom Made [redacted] for $on 7/19, B- [redacted] With sales tax and shipping, his final total was $200.31.Mr [redacted] sent an email to our customer service department to let them know that the bows were left handed, which he thought warranted a refundThe customer service representative with whom he spoke let him know that the description did not indicate whether the bows were left handed or right handed and, therefore, a refund would not be offeredEBTH uses a combination of photography and cataloging to describe the itemsThough the description does not state whether the bows are left handed or right handed, it can be determined from the photographs that both bows are right handed Based on knowledge gained from brief internet research, when a bow is right handed, it is held in the left hand and drawn with the right hand, with the arrow stabilizer shelf on the grip on left hand side of the bow from the shooter’s perspectiveIn the photo “ [redacted] Bows 1,” both bows are shownBased on the curvature of the limbs, it can be determined that the bows are shown on the right hand side, from the shooter’s perspectiveThe grip of each bow bends inward towards the shooterThe photo “ [redacted] Bows 2” shows the grip of the darker colored bow on the left hand side from the shooter’s perspective, based on the opposite direction of the bend in the gripOn this side, we can see the arrow stabilizerThe photo “ [redacted] Bows 3” shows the grip of the lighter colored bow on the left hand side from the shooter’s perspective, based on the opposite direction of the bend in the gripOn this side, we can see the arrow stabilizerSince the arrow stabilizer on both bows is on the left hand side based on the shooter’s perspective, it appears, based on the photos, that the bows are both right handedWe cannot refund Mr***.Thank you for your consideration,EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have uploaded two pictures so we can eliminate the subjectivity The first photo attached is directly from the EBTH auction posting The focus needs to be on the white areas of the rug in the picture The second picture is what we received I would like to understand how these two pictures are the same as EBTH is claiming? Further, when we took the rug in to an expert, he noted the rugs cannot be the same or the picture from EBTH was doctored from its present conditionWe understand that we purchased the rug in a "as-is" condition but we did not pick up the rug that was pictured/represented by EBTH If that rug is available, we would be happy to pick that one up?This is a material misrepresentation by EBTH and that is why we are seeking a partial reimbursement of the restoration of this rug We are not asking for a full recovery and feel that we are being more than fair by only asking for partial Regards, [redacted]
Thank you for the opportunity to respond to these concernsOn 1/21, Ms [redacted] purchased a concrete planter from us for $on invoice [redacted] It was lost, so we refunded $in totalOn 12/11, Ms [redacted] purchased a crystal figurine for $on invoice [redacted] , along with another item The figurine did not arrive with the other piece and we determined that it had also been lostWe issued Ms [redacted] at total refund of $506.81, which included the item, the tax, and half of the shipping costOn 12/30, Ms [redacted] purchased a [redacted] from a sale in [redacted] for $14,We do not typically charge tax on cars, as tax is paid by the buyer when the car is registered to their name, but we mistakenly did charge a 6% sales tax on this carMs [redacted] paid this invoice with a wire transfer, so we requested a refund check of $be sent to her on 2/It can take up to two weeks for these requests to be processed, so she will receive a check soonWe are working hard to improve both our shipping process and costWe know this will improve the buyer’s experienceUnfortunately, Ms [redacted] has experienced several missteps in our shipping processIn each instance we have worked with her to provide a refund, either full or partial, depending on the invoiceThere are some pieces on she is working with our shipping department on to receive refunds to cover repair costs to itemsWhen a customer experiences a problem, such as a lost item, mischarged tax, or a damaged item, our best course of action is to work with the customer to refund the appropriate amount of moneyWe would not expect a customer to pay for an item they did not receive and we work hard to come to the best solution for damaged itemsThank you for the opportunity to respond to these concerns,EBTH
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Thank you for the opportunity to respond We have done a deep review of the sellers complaints to capture all items as it pertains to his claims In our opinion, EBTH has gone way above and beyond for this seller -The seller claimed that EBTH damaged a console table of his EBTH, at their own cost and labor, repaired the table and invested extensive hours to complete the repairs with our restoration expert We read a communication with the seller and his Sales Representative that stated it was a restored piece and he would be filing a claim against the Greenwich store he purchased this item from The table sold for approximately $5,000.-We own there was an error in the way the desk was handled We couldn't locate the key and EBTH doesn't sell locked items When we located the key, which had been attached to the inside of our POD, we listed the item and it performed at a value of approximately $7,000.-The Lamp shade was misrepresented as a Sea Turtle shell We have done our due diligence and the items are to be sold in state only and the buyer must provide proof of being a state resident We packaged the lamp shade (shell) well and shipped the item We have insurance on the package itself, but according to our contract with the seller, he would have to file a claim against his personal property insurance We offered him a comparable refund due to the item being an item that is not sellable by EBTH and our multi-state auction platform Our Sales Specialist also went above and beyond for this seller He broke company policy to purchase back the base of the lamp for the seller He then shipped that back to the seller so he could unite the lamp and the shell The shell, from statements we have taken, had wear on the edgesWe have offered the seller fair compensation We are unable to compensate a customer based on future resale.We have completed our contractual obligation to the seller and believe we brought him a fair return for his items We have addressed the compensation for the shell, which was deemed unsellable Thank you.EBTH
Thank you for further allowing us to respond to your concerns EBTH is a licensed auction house operating within all state and local guidelines where we have marketsWe are committed to creating the best experience for all of our buyers and sellersWe strive to keep all operations transparent and are strictly against any fraudulent activityAdditionally, our shipping charges are set by our carriers and packersIn the event that a shipping cost is quoted too high, our available course of action is to confirm the weight and dimensions with the shipper to ensure accurate quoting; if it is not accurate, we will adjust it to the appropriate costThe invoice you included was for item number [redacted] , a black ceramic lamp very similar to the purchased lamp, shipped for $The lamp purchased in the invoice in question, item [redacted] , a blue ceramic lamp, is slightly larger but the two lamps are stylistically similar [redacted] had dimensions of 5.5” x 10” x 5.5”This piece shipped from our Cincinnati warehouse, allowing us to enter precise data for the packingUpon further investigation, we were able to determine that the dimensions and weight entered originally for item [redacted] were 10” x 15” x 10” with no weight, prohibiting accurate data for the parcel from being enteredBecause it was available for local pickup in Louisville, the parcel data was added after the lamp was picked up and assessed at our local shipping facility At that point, we were able to assign a weight and packing cost to it, which raised the price to approximately $At that point, we were able to assign a weight and packing material to it, which raised the price to approximately $When [redacted] requested for this to be looked at, we were able to reach out to our shipping vendor who lowered it to $That said, with the new information regarding the dimensions, we can see that the lack of a weight added to the piece prohibited accurate parcel data from being createdWe have determined that it was very possible, based on the erroneous shipping data entered on our part, that [redacted] could have gotten a shipping quote of around $ We would like to refund an additional $for shipping, bringing the shipping quote to $Additionally, because we made a mistake, we would like to offer [redacted] a gift card for use on a future purchase This was an unusual and unique situation, far out of the norm for how we conduct businessWe offer our deepest apologies and we will work to ensure that it does not happen again Thanks for your consideration, EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]In the response from EBTH it is clear that they don't want to take any responsibility for misleading customers For instance; every representative I talked to was made aware of the fact that the property was in [redacted] KY, a simple google search or basic knowledge would have allowed them to know that this is outside (of what I now know) of their small circle that would qualify for 35% commission However, it was until late November until the first mention of a 45% commission was mentioned to meAlso, I have attached the last few email correspondences between myself and EBTH and it clearly states that EBTH had said they would seek additional quotes but did not do so, instead decided to just ignore my attempts to reach them Also, Mr [redacted] did in fact state that EBTH would be willing to split the cost of the movers and that was the primary reason for EBTH taking the lead on getting quotesIn my opinion this is a clear bait and switch scheme in which the business in question refuses to provide full details of the offering until they feel they have you hooked I would urge Revdex.com to place a negative note in their file and ask them to remove any reference to 35% commission from their website and other advertising Regards, [redacted]
Thank you for the opportunity to respond to these concerns We can see that Mr [redacted] already has a damage claim he is actively working with our shipping department onWe have procedure in place for instances of damageBy working with our team, we are confident we will find a resolution with Mr*** Thank you for your consideration, EBTH
Dear ***,Thanks for your email regarding your shipping concerns It appears after some follow-up, our shipping vendor was able to get your items delivered on 7/ As we have grown as an organization, we continue to work on improving on processes Your feedback helps in this process A couple of things happened here.We learned that declined credit cards can cause large delays from our shipping companies The two week delay in payment collection put your item into exception status at their fulfillment center We need to automate the change in status to paid so they can begin the process The verbal authorization took too long.Cards that decline multiple times in our system are automatically deactivated for security and non-payment reasons We didn't realize that our update emails for credit cards were going out on these also Our programmers have changed this.We continually strive to drive freight prices down Unfortunately, our shipping process is not like a company that has warehouses We need to have a company pick up an unpacked item at a home, take it to their facility, package it, and connect with a shipping provider Most companies only have to do the last step The glassware you purchased tends to be very expensive in this scenario That is why we have the advance quoting We are not sure why you saw $for shipping on these items as our logs do not show a quote generated for this amount In good faith, your freight on your invoice has been adjusted to that amount and a refund processed.We are sorry about the shipping delay and any inconveniences you experienced.The EBTH Team
***,Good speaking with you.We have reached out to [redacted] on six occasions to speak with [redacted] at [redacted] We refunded $for shipping on 6/9/to the card ending in She had missed the pickup and we even gave her the option to pickup in the Columbus Showroom She has challenged the fee with her bank, so we have the $on hold until the bank issues a resolution.Hope this is helpful Here is a backend view from our internal system showing our actions Thanks!SEE ATTACHED PDF
Thank you for the opportunity to respond to these concerns National regulation prohibits the interstate sale of tortoise and turtle shell itemsBecause of this, EBTH should not have taken the lamp from Mr [redacted] ’s sale in New York to our warehouse in OhioUnfortunately, at the time of this, we did not realize we could not sell the shell lampWhen we determined that we couldn’t, we did send it back We can only offer credit for comparable items found on our websiteThis is the price that those items could have been expected to fetch had they gone to auctionAfter comparing the attached photograph of the lamp with our comparable itemswe are prepared to offer Mr [redacted] a gift card for $for use on a future itemWe have sold two unrestricted large reptile shells in the past, and this offer is based on those prices [redacted] We would like to have Mr [redacted] send us pictures of the damage to the lamp, as well as the packaging Thank you for your consideration EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I want compensated for the money they took....including all NSF fees and either refunded for the merchandise or I want my stuff since they fraudulently stole money from me!!!!THEY ARE THIEVES AND YOU GUIYS ARE NOT HOLDING THEM ACCOUTNABLE> I WANT MY MONEY AND DAMAGES ALONG WITH ALL NSF CHARGES> THEY OWE ME PLUS over IN NSF FEES - THEY ARE DOING EVERYTHING THEY CAN TO AVOID DOING THE RIGHT THING....AT THIS TIME THEY NEED TO PROVIDE ME WITH A TOTAL OF $895- $they stole, $for ruining my daughters graduation, 100% Interest of $since this has gone on for a month AND $in NSF feesTHEY HAVE NEVER CALLED EVERY TIME I CALL IT IS EITHER BUSY OR I AM ON HOLD FOREVER I HAVE HAD CONTACT WITH PATRICK AND HE IS AN ABSOLUTE IT!!!!THIS IS FRAUD AND YOU ARE NOT FORCING THEIR HAND BUT ALLOWING THEM TO CONTUNIE TO STEAL FROM PEOPLE THIS NEEDS RESOLVED NO LATER THAN FRIDAY OR I WILL CONTACT AN ATTORNEY AND SUE THE PANTS OFF OF EVERYONE I CAN!@!!!!!!!!!Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ---Hello, I am following up on Revdex.com Complaint ID [redacted] where we accepted an agreement for a refund of $ It has been a few business days since we accepted and have not heard from EBTH directly or received the $refund Please advise.Best,***NOTE FROM Revdex.com/MRC [redacted] : Please provide the consumer with a status of the refundThank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ---I wholeheartedly reject the response from EBTH, not only as an unsatisfactory resolution to the complaint, but also as a completely account of the situationNot only have they defrauded me but now they have also libeled meI absolutely wanted the chair in question as it was represented on-line with a description of “good” with only “wear to sides” From looking at the only photos provided by EBTH the chair appeared to have pills to the fabric on the side and otherwise appeared to be in good conditionIn fact when this item was first posted there were other photos included in the write up which showed obvious cuts in plain white material which didn’t have the pattern of the chair and so I assumed they might be from the bottom of the chairI reached out to customer service on 3/23/to find out if, in fact, these photos showed the bottom of the chair because I wasn’t going to bid on an item that had such damage They initially responded 3/23/at 2:PM “Thank you for taking the time to contact us at EBTH.com! One of our agents is looking into it and we will get back to you within hours!” Only after I received an email back from them on 3/24/at 9:AM confirming that the tears were not for this item: “ Thank you for contacting EBTH! The last two photos are from a different item and will be taken down! Thank you for bringing that to our attention!” that I decided to start bidding on the chairMy first bid for the item was on 3/24/at 11:59:AM I have been furnishing my new house and wanted the chair for my guest bedroom (In fact, I would still take the same Jonathan Adler chair for the same price IF it was in fact in good condition)On 4/1/I drove to the warehouse/self-storage facility in a snowstorm to pick up the item because I wanted the itemI brought layers of protective wrap for the item: a large clean white sheet, a thick blanket-type covering with water resistant surface, and an official moving blanketI also had large rolls of bubble wrap to use to protect the sides in the car from any minor movement while driving I am extremely careful with and respectful of people’s belongings and have always used the same care when picking up other items I have purchased from EBTH.The EBTH representative, Helgi, brought the chair out to the front of the storage facility and it was only AFTER I looked over the chair and saw how dirty it was and that it actually had noticeable holes in the side (not just wear with pills to the fabric surface) and realized that the item had been completely misrepresented on line with the photos and description, that I told him that I didn’t want the chair and wanted a refundI explained that the EBTH photos and description were extremely misleading and did not reflect the actual condition: There is no mention of how dirty the item is in the description despite the fact that EBTH routinely comments on this when an item is very dirty or is stained and "would benefit from cleaning" The photos of this chair hide the extent of the damage to the side where there are actual holes in the fabric where stuffing is exposedI told him I would never had bid on this item at all with the proper description and accurate photo renderingsHelgi said that the condition of the “item was accurate : good because as long as it is STRUCTURALLY good then the item is in good condition" - nothing else is relevantSo as long as the chair isn't wobbly or doesn't collapse when you sit in it, it is in good conditionFor an all fabric chair it doesn't matter what the condition is of the outside of the chair, if the item would need to be completely reupholstered, has holes in it or if it is extremely dirty, as long as you can sit down on it and "use it as a chair" it is in good conditionEven if it is worthlessIn fact he said he has instructed all of his Boston employees NEVER to comment on the cleanliness of an item and has told them NEVER to put "item would benefit from cleaning” because it is against the rulesI said many items listed on the EBTH site, including items currently up for bid today (4/1/17) - chairs, couches, rugs etc - say " would benefit from cleaning", "stains to fabric", etc to inform the customer of the condition of an item and therefore when absent one could also conclude that it is not in this conditionAlso other items on EBTH specifically list when there is pet hair on an item or it it has come from a household with animals - there is clearly thick pet hair on this and I am allergic to catsHe had a computer on site and I offered to show him examples of current items with these exact details but he declinedI have included a few of these examples in my attached documents He said anyone who puts any of the above descriptions into the online description is "wrong and shouldn't be doing this and is NOT FOLLOWING COMPANY POLICY” In fact, this is not the case and in fact it is HE who is not following company policy and precedentOne cannot routinely comment on these details such that it is standard practice or to be expected, and then have him completely refuse to do so in the Boston marketHow could anyone make any guess as to the condition of the item if the condition is purposely not given or hidden? This is not a fair or equal marketplace Why not include in the description - torn fabric, holes in the fabric, needs to be cleaned - unless they are purposely trying to mislead? Why not show accurate photos online - unless they are purposely trying to mislead? Yes, Helgi and I disagreed over whether or not it is against company policy to include such information regarding the outside condition or cleanliness of an item ( not just the structure of a piece) in the write up which he claimed was forbidden by company policyI stand by my assertion that it is not and could not be part of company policy to omit and misrepresent the condition thereby deceiving customers or it would be fraudHe insisted I would not be given a refund and must remove the itemI called customer service from my cell phone while I was with Helgi at the warehouse to lodge a complaint (at 1:PM - minute phone call) and detailed the condition of the chair and complained that it was very different than advertised Therefore I didn’t want the chair in its actual condition; I had been completely mislead and never would have bid on it with honest and accurate informationI said I would leave the chair there and EBTH could have itI was told they were only covering phones for the weekend but would send me a form for me to fill outThey said I had to remove the chair while awaiting resolution of the dispute.I also detailed my complaint on paper right there, explaining what was wrong with the chair, that it has been entirely misrepresented, and was the reason why I no longer wanted the chair but was told I had to remove it I signed and then he signed this initial written complaint (see attached document - time stamp of photo is 4/1/1:31:PM)He still insisted I would not be given a refund and must remove the itemI was told I could not leave it while awaiting a resolution/refund with the company I then carefully double wrapped the chair with protective coverings before leaving the warehouse and placing it in my vehicle where it was further protected with the moving blanket and bubble wrapI drove straight from there to an already scheduled appointment I had with my accountant (tax season) a few miles awayI then had a 30+ minute ride home from there in the snowstormThe chair was removed, still wrapped, and placed inside my house and shortly thereafter I took photos of the condition to accompany the dispute (photo stamp at 2:58:PM ) Then shortly thereafter around 3:PM I called back customer service to inform them that I had not been emailed the dispute form as promised, discussed the problem once again, and asked to speak with a supervisorI spoke with Jonathan, I believe, and detailed the entire issue and offered several times to send over (email or text) the photos immediately to him so he could see the real condition of the chair and understand my concerns about keeping such a dirty item in my house and asked again if I could bring the chair back right then, before the warehouse closed at PMHe agreed that it was NOT company policy not to comment on dirt, staines, holes, pet hair, and in fact are routinely listed, but said he was not the one to make any decisions and gave me the information where I should send my photosHe said he had no jurisdiction over Helgi and I could try to bring the chair back but if Helgi still refused it then I was out of luckI indicated I wasn’t going to drive back in a snowstorm unless he could make sure I was able to leave the chair which he said he wasn’t able to do And before we had even ended our conversation it was past 3:PM and so I informed him that I could no longer make the warehouse before it closed I then had other things I had to attend to at home but wrote up my complaint and sent it along with the earlier photos by PM that eveningI called EBTH on Monday 4/3/and spoke with Becky, not only to find out the status of my complaint regarding the chair, but also to inquire about a picture that I had purchased in February but had not yet been deliveredShe was not familiar with the chair complaint and so I detailed the issues at lengthShe also confirmed what Jonathan had said, that it is not against company policy to comment on the condition of an item, and consumers are normally told of such issues, which is in direct contradiction to what Helgi was claimingShe agreed with my concerns and even commented that when a chair or couch is no longer in good condition, it is actually more expensive to reupholster a chair than to just buy a new chairShe said I would get a call the following day from the team regarding the dispute Instead I only got an email the following day (4/4/17) from Heather at EBTH indicating that “After discussion with our Boston Project Manager (who is Helgi) and my Supervisors, we are not able to offer you a refund for this chair “ We feel that this chair was accurately described and the photos showed the condition of the fabric” without any acknowledgement that my photos clearly showed that the chair was not in good condition or that the photos they had posted online were obviously misleading (whether intentional or not).I took great care with the chair at all times, despite the fact that it was in the poor condition at the time I took possession of it and thought ultimately it would be going out to the trash (since I was told EBTH would refuse to take the chair back even if I was given a refund) or returned to EBTH once the dispute had a chance to be heard since the misrepresentations were very obvious As the adage goes “ a picture is worth a thousand words.” Attached are multiple photographs (not sure if they will all fit in one document and may need to come in several) which all help support my claimThey will show that it is EBTH that was and continues to be be dishonest, not only by first misrepresenting an item (intentionally or not), then by not conceding a mistake had been made in the online representation of the chair after confronted with the facts, but finally (and most disturbing) by falsely accusing me of wrongdoing I have included the photos that I took just after I arrived home on 4/1/at 2:PM which clearly show the dirt, stains, holes and cat hair on the chair that were present when I first looked at the chair at the warehouse and complained to Helgi about They also clearly show why this item would not be considered in “good” conditionThe photos speak for themselvesI have also included the photos that EBTH posted online in which these major flaws are not evident or represented accuratelyYou can see that their photos are washed out so much that they hide the actual flaws I’ve shown existedThe real color in the design of the fabric is bright orange, not very light orange/peach as it mostly appears in their photos Their photos are also taken from far enough away so that even in their ‘magnified photos’ you cannot see the “grain”/threads of the fabric Both of these issues conceal the real condition of the chair as detailed above and if not done intentionally, then one would have made sure to include a notation of the dirt, stain, holes and cat hair under the descriptionBut Helgi has already admitted that he wouldn’t have included this information because these flaws do not affect the structure of a chair AND this information is against company policy to include I have also attached a photo from Polyvore and Pinterest websites of this same Jonathan Adler chair which I recently found online which shows that indeed the color is bright orange, and supports the fact that my photos are a much more accurate rendering of the item My photos, taken from a simple [redacted] , are: not washed out and therefore one can see the dirt, stains and cat hair on the chair and easily show the grain/details of the fabric so that one can see that their is actually quite a bit of damage to the sides, with noticeable tears in the fabric with holes where the stuffing is exposed and in places is actually coming through in long strands These same photos should have been available to the consumer; if posted, I would never have bid on the item EBTH claims in their most recent response “No stains were noted in the description or the photographs because there were no stains present on the chair a the time of the removal of the piece from pickup location We cannot speak to when the stains occurred, but they are not on the chair when (the customer) picked them up”, implying that somehow the stains seen in my photos only appeared after I removed the item from the warehouse and also implying that stains, if present, would have been included in the description (and also should have been included)I continue to assert that if the stains (which were already present at the warehouse) had been included on the description I would not have bid on the item EBTH is also claiming that I “began to pull at the wear to the side, adding to the damage,” after I decided I just didn’t want the itemThis is on all accountsIt is outrageous and frankly a dangerous scare tactic to falsely accuse me of “damaging an item” and lying about the state of the item at the warehouse Yesterday I took their own online photos from their website (Revdex.com can do exactly the same thing), was able to blow them up on apple iPhoto and darken them to closer match the actual color of the real fabric and have included these as well in the attachments to show you that with this manipulation you can actually see that the dirt, stains, holes and cat hair, were all present on the chair at least as of 3/23/(when their photos were available on line for customers to view) and indeed correspond to my photos and show that I have been completely truthful and EBTH has falsely accused me of misrepresenting the facts in the caseThe screen shot of the photos I have from their web site shows a date of 3/29/@8:PM because I believe this is the last date this site was active However, they are able to disguise the real condition of the chair in the photos posted online by taking the photos from a distance and washing out the photos I agree that the photos they posted on line for their customers to view show the item to be in good condition - it is only after investigative work with the iPhoto application that one can start to uncover and see the flaws they are trying to hideNo one should have to do this I maintain that my photos 100% reflect the condition of the chair at the time I viewed it on site at the warehouse and only after realizing the true condition of the chair did I then say I did not want the chairAnd in fact I did the reverse experiment yesterday where I showed how I could also take photos of the chair and by simply making the photo lighter could make the stains disappear and larger holes less obvious, same as EBTH didThey claim the awful stains I showed are new and the holes were made worse and therefore should be evident in the new photos - same as they claim any stains would have been evident in their washed out photos but “weren’t noted in the photographs because they weren’t present”- but aren’tThese photos are date stamped 4/6/@1:54:PMEBTH has clearly stated that “no stains were present” as of 1:PM on 4/1/17, before the chair was taken from the warehouse, but in fact were at least present as of 3/23/and so not only have they lied to me and the Revdex.com about the presence of the stains but then claim I was the one who lied when I reported the stains being present at the warehouse I would also seem logical then to conclude that they intentionally mislead the consumer by posting washed out photos and photos taken from a distance to hide flaws, since they are claiming the flaws didn’t exist when they actually did and must have known they did Look at the clarity and details of just the grain of the fabric itself in my photos, and you can understand why my photos more clearly show the flaws compared with theirs that I had to darken and blow up and are more out of focus with magnification because they were taken from further away EBTH should post photos online which are accurate representations of the item and the consumer should not have to use a photo program to find the flaws they are trying to hideOr if for some reason EBTH does not know how to take accurate photos then they have a duty to disclose the flaws in the written description.I couldn’t have been more honest, transparent and timely with my concerns/complaintI offered to leave the chair in their possession while awaiting a resolution before ever leaving with it To even suggest that I “damaged the item” in any way or misrepresented the facts in any way as I have presented them here is categorically and is libel.I also fully stand behind my behavior I had a right to dispute the condition of the item at the warehouse and question Helgi’s statement that is was against company policy to disclose information on the cleanliness/outside condition of an itemI called customer service several times to explain my concerns in an attempt to resolve the issue I was the onethat was met not only with unprofessional behavior but lied to by Helgi, several customer service representatives, and most recently by the representative who responded to this Revdex.com inquiry I am rightfully frustrated and dismayed by their tactics, and probed for answers that I never gotI certainly voiced my frustration but was never unprofessionalBelow is a detailed account of the phone conversations I had with customer service on 4/4/which are entirely appropriateFrankly, I think anyone would be frustrated by their responses/actionsI also have recordings as well if the Revdex.com requests them:After getting an email from EBTH on 4/4/which was an inadequate response to my complaint that did not address my concerns, I called and asked who I had spoken with the day before, not remembering Becky’s name, and was told it was Lex, by mistakeSo instead of having to explain the entire issues surrounding the complaint to a 5th person, I asked to speak with Lex (thinking she was Becky who had been very reasonable and personable on the phone the day before) but was told Lex was on another line and was unavailable but would call back once she was off the phoneI then asked to speak with a supervisor but was told they had all left and gone home for the day at 5, despite EBTH being open until However, during subsequent phone calls over the next hour trying to reach Lex, I was told differing stories about the supervisorsNow instead of them already leaving, they were actually present but were either unable or unwilling to talk with me (because the dispute had already been decided and so I would not be able to speak with a supervisor)I was told at least twice that Lex would call me as soon as she was off the phone but she never didSo I had my parter call from his phone and ask for her without reference to meShe called him back immediately but then as soon as I got on the phone and gave my name she said she couldn’t hear anything, would call back and hung up on me Not surprisingly she never called back Then I spoke with Jade who reiterated that the decision was final, period and would not address my photos in any way or even acknowledge them, despite me asking this several times, and she hung on me I learned from Jade that it was in fact Becky I had wanted to speak with and she worked after PM so I called back after hoping to speak with her but she wasn’t workingIn trying to give the employee the invoice # she requested I realized I was suddenly unable to access my account The site had a message “please call customer service regarding your account” but when I kept explaining this to her and then her supervisor they said the issue was on my end and had nothing to do with them and I could in fact access my accountI explained that I had to have access to my invoices because I was still awaiting a shipment for an expensive item I had purchased in February The supervisor insisted EBTH was not preventing me from accessing my account, would not look into it and hung up on me I was only informed that indeed my account had been disabled, as I claimed, after I filed a complaint with the Revdex.com and it was part of their last response I have been given the run around, falsehoods, conflicting (and contradictory) information, was hung up on at least times and then accused of vandalism and deceiptI cannot imagine ever being treated this way for bringing a legitimate complaint with substantiating evidence.To reiterate, I couldn’t have been more honest, transparent and timely with my concerns/complaintI offered to leave the chair in their possession while awaiting a resolution before ever leaving with itI have shown how the condition of the chair was grossly misrepresented and feel I am entitled to a refundFor EBTH to suggest that I “damaged the item” in any way or misrepresented the facts as I have presented them is categorically and is libel
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Please see attached linkThis goes to show how this ordeal is a misunderstanding on the part of EBTHIn the $90,of items purchased through EBTH I have not had any major issues until recentBelow is a link to the shipping policy and charge formulas for ***.https://www.***.com/assets/resources/media/value-added_pricing_daily.pdf [redacted] charges per for packages valued over Since EBTH uses [redacted] exclusivelyIdeally they should 1) know the terms of service with ***2) Have a discounted rate greater than the amount quoted on the sheetThis whole matter could be resolved with EBTH better understanding there own shippingI am not saying this to be rude, I am saying this to help them improve their business model when the shipping is currenlty the weakest portion IMO.Second refund the overage in shipping chargesThird reinstate my account so I can continue to work with EBTH and drive up bids and win interesting items.Thank you,*** Regards, [redacted]
Hello [redacted] ,Thank you for bringing this to my attention I'm pleased you took my call We have credited back your shipping If you have any concerns with shipping costs in the future, please contact our customer service team I've also sent you a $gift card We look forward to having you discovering new items on our siteThank you again
Thank you for the opportunity to further respond to these concernsPer our terms and conditions, “For your convenience, EBTH provides certain e-mail, push and SMS communications regarding the status of ongoing salesThese communications are provided as a courtesy only and are not official bid status communicationsThe failure to receive a notification of a winning bid does not relieve you from your contractual obligations as the winning bidder.” This means that, Ms [redacted] was responsible for picking up her items, regardless of the SMS messagingAdditionally, she was emailed with her winning invoice information following her winning bid, at which point she would have been able to retrieve any and all relevant pick up information from the EBTH websiteOur tech team is still investigating Ms [redacted] ’s SMS messagingWhile we are unable to make her desired change to our app, we do have links to our terms and conditions located within the appThis invoice was held at our [redacted] showroom for Ms [redacted] to pick up for days before it was shippedWe are unable to refund her shipping furtherThank you for your consideration,EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Thank you for the opportunity to respond to these concernsMr [redacted] purchased a [redacted] vase on 1/24, invoice [redacted] , for $With shipping and sales tax, his total purchase was $On 2/7, Mr [redacted] called our customer service department to let us know that the item had chips that were not describedHe was asked to send photographs to our email address and we received themThe photos were sent to our shipping department and, after some consideration, we let Mr [redacted] know that the chips he sent pictures of can be seen in the item photographs on 2/The chips in question are on the base of the pieceThough they are not listed in the item description, they are photographed and can be seen clearlyWe use a combination of description and photography to showcase any flaws items may havePer 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.”We cannot refund Mr [redacted] Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concernsMr [redacted] purchased the [redacted] trucks on 1/for $He purchased another item for $and paid $in shippingHis total invoice was $155.96, as can be seen in the attached invoiceMr***’s damage claim was sent to him by a customer service representative in response to a phone call on 1/He responded later that morningIt was then put into the queue to be answered by our shipping teamThe Revdex.com complaint came in on 1/which was the same day the shipping team pulled it from their queueThese two things happened independently of one anotherIn the event of a damaged item, we have a process to follow in order to ensure we can recoup any losses and address any packing issuesPart of this process includes the buyer sending us several photographsIn Mr***’s instance, this was done over the course of several emails, along with requests for clarification from our shipping teamWe were not dragging our feet, we were simply following procedureWe have sent Mr [redacted] a return shipping labelWe have asked him to pack up all the parts and send them back to usWhen we receive it, we will issue a refund of $116, which is the purchase price of the items along with half of the shipping costThis was all included in our email exchange with Mr***Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concernsMr [redacted] purchased a pair of Custom Made [redacted] for $on 7/19, B- [redacted] With sales tax and shipping, his final total was $200.31.Mr [redacted] sent an email to our customer service department to let them know that the bows were left handed, which he thought warranted a refundThe customer service representative with whom he spoke let him know that the description did not indicate whether the bows were left handed or right handed and, therefore, a refund would not be offeredEBTH uses a combination of photography and cataloging to describe the itemsThough the description does not state whether the bows are left handed or right handed, it can be determined from the photographs that both bows are right handed Based on knowledge gained from brief internet research, when a bow is right handed, it is held in the left hand and drawn with the right hand, with the arrow stabilizer shelf on the grip on left hand side of the bow from the shooter’s perspectiveIn the photo “ [redacted] Bows 1,” both bows are shownBased on the curvature of the limbs, it can be determined that the bows are shown on the right hand side, from the shooter’s perspectiveThe grip of each bow bends inward towards the shooterThe photo “ [redacted] Bows 2” shows the grip of the darker colored bow on the left hand side from the shooter’s perspective, based on the opposite direction of the bend in the gripOn this side, we can see the arrow stabilizerThe photo “ [redacted] Bows 3” shows the grip of the lighter colored bow on the left hand side from the shooter’s perspective, based on the opposite direction of the bend in the gripOn this side, we can see the arrow stabilizerSince the arrow stabilizer on both bows is on the left hand side based on the shooter’s perspective, it appears, based on the photos, that the bows are both right handedWe cannot refund Mr***.Thank you for your consideration,EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have uploaded two pictures so we can eliminate the subjectivity The first photo attached is directly from the EBTH auction posting The focus needs to be on the white areas of the rug in the picture The second picture is what we received I would like to understand how these two pictures are the same as EBTH is claiming? Further, when we took the rug in to an expert, he noted the rugs cannot be the same or the picture from EBTH was doctored from its present conditionWe understand that we purchased the rug in a "as-is" condition but we did not pick up the rug that was pictured/represented by EBTH If that rug is available, we would be happy to pick that one up?This is a material misrepresentation by EBTH and that is why we are seeking a partial reimbursement of the restoration of this rug We are not asking for a full recovery and feel that we are being more than fair by only asking for partial Regards, [redacted]
Thank you for the opportunity to respond to these concernsOn 1/21, Ms [redacted] purchased a concrete planter from us for $on invoice [redacted] It was lost, so we refunded $in totalOn 12/11, Ms [redacted] purchased a crystal figurine for $on invoice [redacted] , along with another item The figurine did not arrive with the other piece and we determined that it had also been lostWe issued Ms [redacted] at total refund of $506.81, which included the item, the tax, and half of the shipping costOn 12/30, Ms [redacted] purchased a [redacted] from a sale in [redacted] for $14,We do not typically charge tax on cars, as tax is paid by the buyer when the car is registered to their name, but we mistakenly did charge a 6% sales tax on this carMs [redacted] paid this invoice with a wire transfer, so we requested a refund check of $be sent to her on 2/It can take up to two weeks for these requests to be processed, so she will receive a check soonWe are working hard to improve both our shipping process and costWe know this will improve the buyer’s experienceUnfortunately, Ms [redacted] has experienced several missteps in our shipping processIn each instance we have worked with her to provide a refund, either full or partial, depending on the invoiceThere are some pieces on she is working with our shipping department on to receive refunds to cover repair costs to itemsWhen a customer experiences a problem, such as a lost item, mischarged tax, or a damaged item, our best course of action is to work with the customer to refund the appropriate amount of moneyWe would not expect a customer to pay for an item they did not receive and we work hard to come to the best solution for damaged itemsThank you for the opportunity to respond to these concerns,EBTH
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Thank you for the opportunity to respond We have done a deep review of the sellers complaints to capture all items as it pertains to his claims In our opinion, EBTH has gone way above and beyond for this seller -The seller claimed that EBTH damaged a console table of his EBTH, at their own cost and labor, repaired the table and invested extensive hours to complete the repairs with our restoration expert We read a communication with the seller and his Sales Representative that stated it was a restored piece and he would be filing a claim against the Greenwich store he purchased this item from The table sold for approximately $5,000.-We own there was an error in the way the desk was handled We couldn't locate the key and EBTH doesn't sell locked items When we located the key, which had been attached to the inside of our POD, we listed the item and it performed at a value of approximately $7,000.-The Lamp shade was misrepresented as a Sea Turtle shell We have done our due diligence and the items are to be sold in state only and the buyer must provide proof of being a state resident We packaged the lamp shade (shell) well and shipped the item We have insurance on the package itself, but according to our contract with the seller, he would have to file a claim against his personal property insurance We offered him a comparable refund due to the item being an item that is not sellable by EBTH and our multi-state auction platform Our Sales Specialist also went above and beyond for this seller He broke company policy to purchase back the base of the lamp for the seller He then shipped that back to the seller so he could unite the lamp and the shell The shell, from statements we have taken, had wear on the edgesWe have offered the seller fair compensation We are unable to compensate a customer based on future resale.We have completed our contractual obligation to the seller and believe we brought him a fair return for his items We have addressed the compensation for the shell, which was deemed unsellable Thank you.EBTH
Thank you for further allowing us to respond to your concerns EBTH is a licensed auction house operating within all state and local guidelines where we have marketsWe are committed to creating the best experience for all of our buyers and sellersWe strive to keep all operations transparent and are strictly against any fraudulent activityAdditionally, our shipping charges are set by our carriers and packersIn the event that a shipping cost is quoted too high, our available course of action is to confirm the weight and dimensions with the shipper to ensure accurate quoting; if it is not accurate, we will adjust it to the appropriate costThe invoice you included was for item number [redacted] , a black ceramic lamp very similar to the purchased lamp, shipped for $The lamp purchased in the invoice in question, item [redacted] , a blue ceramic lamp, is slightly larger but the two lamps are stylistically similar [redacted] had dimensions of 5.5” x 10” x 5.5”This piece shipped from our Cincinnati warehouse, allowing us to enter precise data for the packingUpon further investigation, we were able to determine that the dimensions and weight entered originally for item [redacted] were 10” x 15” x 10” with no weight, prohibiting accurate data for the parcel from being enteredBecause it was available for local pickup in Louisville, the parcel data was added after the lamp was picked up and assessed at our local shipping facility At that point, we were able to assign a weight and packing cost to it, which raised the price to approximately $At that point, we were able to assign a weight and packing material to it, which raised the price to approximately $When [redacted] requested for this to be looked at, we were able to reach out to our shipping vendor who lowered it to $That said, with the new information regarding the dimensions, we can see that the lack of a weight added to the piece prohibited accurate parcel data from being createdWe have determined that it was very possible, based on the erroneous shipping data entered on our part, that [redacted] could have gotten a shipping quote of around $ We would like to refund an additional $for shipping, bringing the shipping quote to $Additionally, because we made a mistake, we would like to offer [redacted] a gift card for use on a future purchase This was an unusual and unique situation, far out of the norm for how we conduct businessWe offer our deepest apologies and we will work to ensure that it does not happen again Thanks for your consideration, EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]In the response from EBTH it is clear that they don't want to take any responsibility for misleading customers For instance; every representative I talked to was made aware of the fact that the property was in [redacted] KY, a simple google search or basic knowledge would have allowed them to know that this is outside (of what I now know) of their small circle that would qualify for 35% commission However, it was until late November until the first mention of a 45% commission was mentioned to meAlso, I have attached the last few email correspondences between myself and EBTH and it clearly states that EBTH had said they would seek additional quotes but did not do so, instead decided to just ignore my attempts to reach them Also, Mr [redacted] did in fact state that EBTH would be willing to split the cost of the movers and that was the primary reason for EBTH taking the lead on getting quotesIn my opinion this is a clear bait and switch scheme in which the business in question refuses to provide full details of the offering until they feel they have you hooked I would urge Revdex.com to place a negative note in their file and ask them to remove any reference to 35% commission from their website and other advertising Regards, [redacted]
Thank you for the opportunity to respond to these concerns We can see that Mr [redacted] already has a damage claim he is actively working with our shipping department onWe have procedure in place for instances of damageBy working with our team, we are confident we will find a resolution with Mr*** Thank you for your consideration, EBTH
Dear ***,Thanks for your email regarding your shipping concerns It appears after some follow-up, our shipping vendor was able to get your items delivered on 7/ As we have grown as an organization, we continue to work on improving on processes Your feedback helps in this process A couple of things happened here.We learned that declined credit cards can cause large delays from our shipping companies The two week delay in payment collection put your item into exception status at their fulfillment center We need to automate the change in status to paid so they can begin the process The verbal authorization took too long.Cards that decline multiple times in our system are automatically deactivated for security and non-payment reasons We didn't realize that our update emails for credit cards were going out on these also Our programmers have changed this.We continually strive to drive freight prices down Unfortunately, our shipping process is not like a company that has warehouses We need to have a company pick up an unpacked item at a home, take it to their facility, package it, and connect with a shipping provider Most companies only have to do the last step The glassware you purchased tends to be very expensive in this scenario That is why we have the advance quoting We are not sure why you saw $for shipping on these items as our logs do not show a quote generated for this amount In good faith, your freight on your invoice has been adjusted to that amount and a refund processed.We are sorry about the shipping delay and any inconveniences you experienced.The EBTH Team
***,Good speaking with you.We have reached out to [redacted] on six occasions to speak with [redacted] at [redacted] We refunded $for shipping on 6/9/to the card ending in She had missed the pickup and we even gave her the option to pickup in the Columbus Showroom She has challenged the fee with her bank, so we have the $on hold until the bank issues a resolution.Hope this is helpful Here is a backend view from our internal system showing our actions Thanks!SEE ATTACHED PDF
Thank you for the opportunity to respond to these concerns National regulation prohibits the interstate sale of tortoise and turtle shell itemsBecause of this, EBTH should not have taken the lamp from Mr [redacted] ’s sale in New York to our warehouse in OhioUnfortunately, at the time of this, we did not realize we could not sell the shell lampWhen we determined that we couldn’t, we did send it back We can only offer credit for comparable items found on our websiteThis is the price that those items could have been expected to fetch had they gone to auctionAfter comparing the attached photograph of the lamp with our comparable itemswe are prepared to offer Mr [redacted] a gift card for $for use on a future itemWe have sold two unrestricted large reptile shells in the past, and this offer is based on those prices [redacted] We would like to have Mr [redacted] send us pictures of the damage to the lamp, as well as the packaging Thank you for your consideration EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I want compensated for the money they took....including all NSF fees and either refunded for the merchandise or I want my stuff since they fraudulently stole money from me!!!!THEY ARE THIEVES AND YOU GUIYS ARE NOT HOLDING THEM ACCOUTNABLE> I WANT MY MONEY AND DAMAGES ALONG WITH ALL NSF CHARGES> THEY OWE ME PLUS over IN NSF FEES - THEY ARE DOING EVERYTHING THEY CAN TO AVOID DOING THE RIGHT THING....AT THIS TIME THEY NEED TO PROVIDE ME WITH A TOTAL OF $895- $they stole, $for ruining my daughters graduation, 100% Interest of $since this has gone on for a month AND $in NSF feesTHEY HAVE NEVER CALLED EVERY TIME I CALL IT IS EITHER BUSY OR I AM ON HOLD FOREVER I HAVE HAD CONTACT WITH PATRICK AND HE IS AN ABSOLUTE I
T!!!!THIS IS FRAUD AND YOU ARE NOT FORCING THEIR HAND BUT ALLOWING THEM TO CONTUNIE TO STEAL FROM PEOPLE THIS NEEDS RESOLVED NO LATER THAN FRIDAY OR I WILL CONTACT AN ATTORNEY AND SUE THE PANTS OFF OF EVERYONE I CAN!@!!!!!!!!!Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ---Hello, I am following up on Revdex.com Complaint ID [redacted] where we accepted an agreement for a refund of $ It has been a few business days since we accepted and have not heard from EBTH directly or received the $refund Please advise.Best,***NOTE FROM Revdex.com/MRC [redacted] : Please provide the consumer with a status of the refundThank you