Hello,I've spoken with the customer We didn't have an opportunity to respond through customer service as we were not contacted After receiving the message on Revdex.com and Facebook, I called her and we are more than happy to accept a return on the item and willing to have the item come back
locally We also gave her a gift card to welcome her back The pictures didn't show damage, but we will honor this We are pleased to welcome her back to EBTH!Thank you.*** ***VP of Operations***
Thank you for the opportunity to respond to these concerns. Ms*** is a current consignor with EBTHShe has submitted items for sale via our maservice and a drop off at her local warehouse in ***, **, which services the ***, ** (***) marketIn conjunction with filing with
the Revdex.com, Ms*** submitted a request to the *** team and the EBTH Seller Assistance teamOn Monday 2/19, both teams contacted herMs***, Seller Assistance, and *** are actively working together to address the concerns brought forth in this filing. As of this response, EBTH has been able to determine that most of the items she listed as missing were actually designated as ineligible for sale by EBTHThe general manager of *** will be facilitating the return of these itemsAdditionally the jewelry mailed to our central processing facility that can’t be sold will be returned to her as well.The dolphin fountain submitted to EBTH was damaged in transit from *** to the central processing facility in *** *** **Seller Assistance and Ms*** have determined that the best course of action is to list the item as it exists and let it sellMs*** will receive her portion of the sale proceedsFrom there, Seller Assistance will seek appropriate compensation as determined by that team and Ms*** for the item. Our *** and Seller Assistance team will continue to work with her throughout the process to make sure each of her concerns is addressed. 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
Everything But the House has (again) stated that I returned to their site and increased my bit on multiple occasions. They have provided documentation demonstrating those increases, which they attribute to me. And, again, I assert that I NEVER increased my bid above the $that I felt was appropriate for the bracelet on auction (in retrospect, having now received the actual item, $was too much; the bracelet was described as being silver; it is not. At best, parts of it may be silver, some of it may be silver plate, most of it is junk metal. But that is neither here nor there...). What continues to distress me is that I placed a bid of $40, period. On two occasions I received emails telling me I had been outbid, but I ignored them because I knew I was not going to do battle for this item, which I was not willing to pay more than $for. There is something wrong with a strategy (and system) that takes control of an individual's bidding in an auction, which is what I feel has occurred. I do NOT accept the company's response to my complaint and will only be satisfied if they allow me to return the item for a full refund, including shipping. Again, thank you for your assistance. ***Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 requested that a manager or officer of the company, preferably in operations, contact me directly for a short conversation EBTH had someone from customer service leave a phone message for me I will not be satisfied speaking with customer service
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 refuse accept such deceptive practices, not to mention the complete lack of any acceptable customer serviceCertainly explains the awful *** rating/reviews with which I have just added to. [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 further respond to these concerns. There are no additional items belonging to Mr*** at the *** warehousePer his instructions, Mr***’s collection was handled with the same care and precision that all EBTH sales are handledWe must attach hazardous materials disclaimers to any item we sell which may contain flammable material, even in residue form. While we empathize with Mr*** that his retirement plans may not go as he had hoped, he did sign a contract with EBTH acknowledging that the final value of his collection was that set by the auction priceWe are unable to compensate him further. We consider this matter resolved.Thank you for your consideration.EBTH
***,We are sorry that the shipment was delayed Our shipping vendors informed us that there was a routing issue and the item initially went to the ** *** *** for routing and had to be switched to *** Unfortunately, when that happens, even we have limited visibility Your
shipment arrived on 9/per the attached tracking information Our team is truly sorry for the delay, but in this situation it was beyond our control.Thanks for bidding with EBTH!The EBTH Team
Thank you for the opportunity to respond to these concerns. Ms*** purchased a Baltimore Federal Period Mahogany Dining Table on 5/for $400, invoice B-***Shipping on this piece was $and sales tax was $24, for a final total of $The piece was contracted for delivery
with ***, a delivery and freight company. On 6/8, Ms*** was notified by *** that the table had been damaged in the shipping process and, as is their policy, they were unable to deliver the pieceShe called our customer service department in the hopes of having the table delivered. We were able to contact ***, who informed us that they couldn’t deliver the piece damagedWe asked them to deliver the piece anyway, and they agreed on the condition that Ms*** had to acknowledge the damageMs*** worked closely with *** on 6/to have the table delivered to her. Ms*** has spoken to a member of our escalations team about this pieceShe will be sending photographs of the damage and a repair estimate to our team soonWe have agreed to refund her up to the total cost of the invoice - $- to help cover repair costs. At this point, we are still waiting on Ms*** to send photographs and the repair estimateWe do expect this will take a few daysThis is an ongoing conversation and we are committed to working hard to ensure that it is resolved to Ms*** satisfaction. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. *** purchased a pre-prohibition beer bottle crate, ***, for $on 7/6, invoice B-***With shipping and sales tax, the final invoice total was $436.24. On 7/25, *** reached out to our customer service
department to inquire as to the shipping status of this pieceOn 7/26, *** was advised that the piece was on business day and it would be shipped soonPer our terms and conditions, “EBTH will use reasonable efforts to ship the Consigned Items within ten (10) business days after the scheduled sale removal and payment date.” At the same time, the customer service representative reached out to the shipping department for an update. On 7/30, *** was advised that the piece should be shipping on 7/On 8/1, *** connected to let us know that the piece still had not shippedThe customer service representative was advised by the shipping team that the piece should move by the end of the week, or 8/On 8/2, EBTH received notice that a credit card dispute had been filed against us for this purchase. When we were unable to confirm shipment on this piece by 8/8, the fraud department accepted the dispute*** has been refunded and the piece will not be shipped outIt will be put up for resale at a future date. In investigating this piece, we were able to determine that this was the second time EBTH has sold itThe first sale of this item - listed as *** - took place on 4/for $525, invoice B-***With shipping, the final total was $The item was won by *** ***On 5/6, EBTH received a dispute about that winning invoice stating that “cardholder does not recognize transaction.” The account was suspended after multiple attempts to make contact with the customer and the piece was put up for resale in early July, when it was purchased by ***.Upon further investigation by EBTH into this matter, we have determined that the card used to purchase invoice B-*** was the same card as the one used to purchase invoiceAdditionally, we have determined that both accounts have accessed EBTH from the same IP addresses, one associated with a business and one associated with a personal internet serviceBased on the matching card numbers, the matching IP addresses, and the similar names, we have determined that this piece was purchased by the same bidder. The second invoice in question is INVOICE #B-***, which is a vintage brown leather chair purchased by *** on 6/for $On 6/26, *** sent an email to the customer service department to inquire as to the change in the shipping price from $to $After checking the shipping quote history, our customer service department was able to determine that the only quotes generated for this piece to ***’s shipping zip code were between $and $We attempted to charge ***’s card for shipping and it was declinedAt this point, *** has removed all card information from the account, so the item is considered forfeitPer 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.”While we would like to offer our sincere apologies to *** for the inconvenience caused by our delays in shipping the crate, we have decided to end our business relationship as *** has engaged in fraudulent activity on EBTHWe have permanently suspended ***’s account and flagged the IP addressesShould any accounts be created with similar credentials using the same IP addresses, they will be permanently suspended. We consider this matter resolved. Thank you for your consideration, EBTH
Hello,I see this was escalated to our manager in Customer Service and to one of our Partners at EBTH We see the item ultimately was delivered, but well past the ten day timeline We are not only going to refund all your shipping, but our manager will be calling you We owe you a
gift card as we would like you to shop with us again Here is the tracking number:***We are disappointed to see this was your experience and hope you give us another chance to make this right Thank you for letting us know about your experience.EBTHDavid W***Vice President of Operations
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
[They have made no resolution....nor have they attempted any contact with me. When ever I try calling their number I am unable to even connect to the number. I find their customer service very lacking and their response a total disrespect for my intelligence. IF this money is NOT returned to my account I will contact either an attorney or the AG in *** to see what can be done about these people perpetrating a fraud!!!! They ruined a young lady's graduation by stealing money that they were NOT authorized to take and then ran it through in my account in a way that made it impossible for me to get my money back without a long draw out process. They can either refund my money TODAY plus damages or I will take further action myself via any legal and social media possible!
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,
*** *** thereshouldnodoubtinyourmindbynow,***thatwhoeverissendingyou this is patently full of it!mybreadplatesare6incheswideeachweighinginatatleast 3oz.I will not budge onwhaticonsideracceptable.inaseparateemailiwillshowyou,usingfairequivalencies,wh...⇄ thanks.MESSAGE FROM Revdex.com/MRC ** ***: Additional information was provided by consumer on 12/24/as follows:my son was cleaning his bedroom this morning and upon hearing the sound of the vacuum cleaner I remembered ebth took my *** *** COMPLETE WITH ALL ACCESSORIESit was one of the items that disappeared and then reappearedone must wonder, why would they be silent about this even when they were talking to a 3rd party (Revdex.com) about what they have yet to account for?so please add that to what they owe me.many thanks.*** ***.THE FOLLOWING INFORMATION WAS RECEIVED FROM THE CONSUMER ON 12/23/16:what they sent you as comparables are sad equivalencies when they in fact have my actual plates in their past sales!please see item numbers*** (sale price achieved, $56) and,*** (sale price achieved, $123).please note that both bread plates above are ***, exactly like mine but without any monograms, which, at least technically means, my plates have more weight than the ones they sold.now the average of and is 89; I asked for $on each of my plateson *** no *** bread plate sells for less than $75, but I was too posh to sell on ***! see where that got me!!ebth can not force auction sales terms on items they did not present for auctionif they will make my plates reappear, I will be happy to take them back but I will not accept nuisance offers any more and because this has dragged for way too long (over months now), I will disengage from this process should we not get somewhere definitive by Jan2017.thank you *** and God bless.merry christmas*** ***
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 would like to send photos of this coat and show how obvious the age and condition of this item is I just want any future consumer if contemplating a large purchase from EBTH to be able to know there is an element of buyer beware I am not a wealthy person who can just write off a $mess I would not wear this coat in public I realize EBTH will not make it right and so all I ask for is a record of my concern I do wish to send photos and then other potential customers can decide for themselves
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Ms*** purchased a *** sofa on 7/for $170, invoice B-***With sales tax, her final invoice total was $It was available to be picked up locally in *** ** on 8/at no charge. When Ms*** arrived at
the pickup, she was dissatisfied with the condition of the couch and refused pickupAfter taking photos of the piece, she reached out to our customer service team, who requested these photosIn her email, Ms*** states that the piece needs a professional cleaningAdditionally, the team in *** alerted the customer service department that Ms*** believed the sofa to be dirtier than described and would be reaching outMs*** also found that the item would not fit into the vehicle that she had arrived in, so they allowed her to leave the piece as a courtesy. Upon receipt of Ms***’s photos, the customer service representative with whom she worked reviewed them in comparison to the EBTH listing and photosIt was determined that the piece was described accurately and Ms*** was responsible for payment for the pieceBased on the included EBTH listing photos, it can be seen that there is wear and discoloration to the pieceFurthermore, the condition of the sofa is listed as “minor wear to the upholstery.” 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 limited.” They further state that “EBTH will not list every flaw associated with each item as these are to be expectedIn the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the descriptionEBTH will provide descriptions based on its assessment of an itemHowever, you should not assume that our assessment of condition will be the same as your assessment.” When Ms*** rejected EBTH’s assertion that the sofa was described accurately, the customer service representative worked with the management in the *** market to approve a refund of 35%, or $63.75, tax included to help offset the cost of a professional cleaningAdditionally, she was sent a $gift card for use on a future purchaseThese were offered to her as a courtesy because we value her business. As a courtesy, the couch was moved to our *** facility at ** *** *** *** *** *** ** ***It can be picked up there on 8/from 12-If Ms*** does not pick the sofa up at that time, it will be considered forfeit by abandonmentShe will not be refunded furtherPer our terms and conditions, “in the event that you fail to pick up or designate shipping for your terms in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling feesWhen piis selected by you or is the only option, if you fail to 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 choosingEBTH reserves the right to charge the credit card on file for any moving or disposal charges and will not refund payment for the items.”Thank you for your consideration, EBTH
Hello ***,We would like to make this right for you I see that you did reach out to Customer Service to have this remedied, but you ultimately did win this We would like to make an offer to you If you would like, you can still have these items and we will waive the warehouse
transfer fees If you don't, we will resell them and refund you That's only fair.Next, I've attached a few screen shots One is what happened on your auction At the bottom, there are two sections; one for items you might be interested in, the other for other items in the sale We are as clear as we can be on these and getting better We now have them showcasing pickup and shipping options We are continuing to get better As for the billing information, if you go under my account, you can "add a new credit card" and add the new address there and delete the previous card If you have any other technical issues with that, I'll be happy to help My email is ***We look forward to your response Thank you!David W***Vice President at EBTH.com
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
Understand this, I'm the consumer. I bid on and won bar stools from EBTH in early December. I bid on them because they were listed as bar stools and that's what I got, bar stools. At the end of December I again bid on two sets of bar stools and I won. The problem here is they are not bar stools but they are counter stools, the difference determined by seat height which was not listed in their auction ad. It does not matter what measurements they put in their ad if it doesn't list a seat height and they are advertising for bar stools they should have a bar stool height, which these don't. They sold me counter stools for bar stools. I have over bar stools at my house, you are more than welcome to send someone from your office and EBTH's office to view the difference between my bar stools and their counter stools that are sitting here for them to pick up and issue me a credit. My position is not changing on this, they are wrong and there is no other compromise. I cannot put a counter stool at a bar or bar table because you sit too low land it looks ridiculous. Thank You
*** ***
Thank you for the opportunity to respond to your concern. On 9/8/16, *** purchased a metal fire place from one of our Cincinnati area salesBecause she did not pick the fire place up, it was transferred to our Cincinnati showroom on 9/Per the terms and conditions, when this happens, it
qualifies as an alternate pickup and is subject to all fees and charges associated with alternate pickupWhen an item is at our Cincinnati showroom, it is held for days for the customer to pick it up or make shipping arrangementsIf it is not picked up or shipped in that time, it is subject to forfeitureThe piece was forfeited on 10/6, days after arriving at the Cincinnati showroomThough *** says she was told we could hold the item until 10/7, there is no record of that conversation occurring. As a courtesy, the representative with whom *** spoke on 10/offered to refund the $warehouse transfer feeAs with any other business, we can only process a refund to the same card from which the payment cameThis is a constraint set forth by ***, our credit card processing service, and one which cannot be changedIf ***'s card was stolen while she was on vacation, she can call her bank who can ensure the refund is refunded to the line of credit rather than the numberThis is something banks are able to do as a compromised number does not effect the line of credit. Though we can't refund the $for the fireplace, we can refund the $transfer fee and the 7% tax associated with it for a total refund if $This will be refunded to the original card charged, which can be handled by ***'s bank. Best,EBTH
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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
EBTH terms and conditions state that "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 THE BIDDING YOU WILL BE CONSIDERED TO HAVE ABANDONED AND FORFEITED THE ITEMS."I paid for and designated a shipping option day after the auction. They did not ship it to me so how could I abandon the item? If I had actually refused shipment or returned the item, then I can understand the abandonment. The act of abandonment was never carried out by me, so EBTH had no right to assume abandonment regardless of what I said. Once they refunded the shipping fees, they should have informed me that I had days to pick it up or it would be abandoned. I never abandoned the item, EBTH just did not ship it.I believe that I still have a right to either the item or my money back. Regards,
*** ***
Hello,I've spoken with the customer We didn't have an opportunity to respond through customer service as we were not contacted After receiving the message on Revdex.com and Facebook, I called her and we are more than happy to accept a return on the item and willing to have the item come back
locally We also gave her a gift card to welcome her back The pictures didn't show damage, but we will honor this We are pleased to welcome her back to EBTH!Thank you.*** ***VP of Operations***
Thank you for the opportunity to respond to these concerns. Ms*** is a current consignor with EBTHShe has submitted items for sale via our maservice and a drop off at her local warehouse in ***, **, which services the ***, ** (***) marketIn conjunction with filing with
the Revdex.com, Ms*** submitted a request to the *** team and the EBTH Seller Assistance teamOn Monday 2/19, both teams contacted herMs***, Seller Assistance, and *** are actively working together to address the concerns brought forth in this filing. As of this response, EBTH has been able to determine that most of the items she listed as missing were actually designated as ineligible for sale by EBTHThe general manager of *** will be facilitating the return of these itemsAdditionally the jewelry mailed to our central processing facility that can’t be sold will be returned to her as well.The dolphin fountain submitted to EBTH was damaged in transit from *** to the central processing facility in *** *** **Seller Assistance and Ms*** have determined that the best course of action is to list the item as it exists and let it sellMs*** will receive her portion of the sale proceedsFrom there, Seller Assistance will seek appropriate compensation as determined by that team and Ms*** for the item. Our *** and Seller Assistance team will continue to work with her throughout the process to make sure each of her concerns is addressed. 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
Everything But the House has (again) stated that I returned to their site and increased my bit on multiple occasions. They have provided documentation demonstrating those increases, which they attribute to me. And, again, I assert that I NEVER increased my bid above the $that I felt was appropriate for the bracelet on auction (in retrospect, having now received the actual item, $was too much; the bracelet was described as being silver; it is not. At best, parts of it may be silver, some of it may be silver plate, most of it is junk metal. But that is neither here nor there...). What continues to distress me is that I placed a bid of $40, period. On two occasions I received emails telling me I had been outbid, but I ignored them because I knew I was not going to do battle for this item, which I was not willing to pay more than $for. There is something wrong with a strategy (and system) that takes control of an individual's bidding in an auction, which is what I feel has occurred. I do NOT accept the company's response to my complaint and will only be satisfied if they allow me to return the item for a full refund, including shipping. Again, thank you for your assistance. ***Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 requested that a manager or officer of the company, preferably in operations, contact me directly for a short conversation EBTH had someone from customer service leave a phone message for me I will not be satisfied speaking with customer service
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 refuse accept such deceptive practices, not to mention the complete lack of any acceptable customer serviceCertainly explains the awful *** rating/reviews with which I have just added to. [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 further respond to these concerns. There are no additional items belonging to Mr*** at the *** warehousePer his instructions, Mr***’s collection was handled with the same care and precision that all EBTH sales are handledWe must attach hazardous materials disclaimers to any item we sell which may contain flammable material, even in residue form. While we empathize with Mr*** that his retirement plans may not go as he had hoped, he did sign a contract with EBTH acknowledging that the final value of his collection was that set by the auction priceWe are unable to compensate him further. We consider this matter resolved.Thank you for your consideration.EBTH
***,We are sorry that the shipment was delayed Our shipping vendors informed us that there was a routing issue and the item initially went to the ** *** *** for routing and had to be switched to *** Unfortunately, when that happens, even we have limited visibility Your
shipment arrived on 9/per the attached tracking information Our team is truly sorry for the delay, but in this situation it was beyond our control.Thanks for bidding with EBTH!The EBTH Team
Thank you for the opportunity to respond to these concerns. Ms*** purchased a Baltimore Federal Period Mahogany Dining Table on 5/for $400, invoice B-***Shipping on this piece was $and sales tax was $24, for a final total of $The piece was contracted for delivery
with ***, a delivery and freight company. On 6/8, Ms*** was notified by *** that the table had been damaged in the shipping process and, as is their policy, they were unable to deliver the pieceShe called our customer service department in the hopes of having the table delivered. We were able to contact ***, who informed us that they couldn’t deliver the piece damagedWe asked them to deliver the piece anyway, and they agreed on the condition that Ms*** had to acknowledge the damageMs*** worked closely with *** on 6/to have the table delivered to her. Ms*** has spoken to a member of our escalations team about this pieceShe will be sending photographs of the damage and a repair estimate to our team soonWe have agreed to refund her up to the total cost of the invoice - $- to help cover repair costs. At this point, we are still waiting on Ms*** to send photographs and the repair estimateWe do expect this will take a few daysThis is an ongoing conversation and we are committed to working hard to ensure that it is resolved to Ms*** satisfaction. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. *** purchased a pre-prohibition beer bottle crate, ***, for $on 7/6, invoice B-***With shipping and sales tax, the final invoice total was $436.24. On 7/25, *** reached out to our customer service
department to inquire as to the shipping status of this pieceOn 7/26, *** was advised that the piece was on business day and it would be shipped soonPer our terms and conditions, “EBTH will use reasonable efforts to ship the Consigned Items within ten (10) business days after the scheduled sale removal and payment date.” At the same time, the customer service representative reached out to the shipping department for an update. On 7/30, *** was advised that the piece should be shipping on 7/On 8/1, *** connected to let us know that the piece still had not shippedThe customer service representative was advised by the shipping team that the piece should move by the end of the week, or 8/On 8/2, EBTH received notice that a credit card dispute had been filed against us for this purchase. When we were unable to confirm shipment on this piece by 8/8, the fraud department accepted the dispute*** has been refunded and the piece will not be shipped outIt will be put up for resale at a future date. In investigating this piece, we were able to determine that this was the second time EBTH has sold itThe first sale of this item - listed as *** - took place on 4/for $525, invoice B-***With shipping, the final total was $The item was won by *** ***On 5/6, EBTH received a dispute about that winning invoice stating that “cardholder does not recognize transaction.” The account was suspended after multiple attempts to make contact with the customer and the piece was put up for resale in early July, when it was purchased by ***.Upon further investigation by EBTH into this matter, we have determined that the card used to purchase invoice B-*** was the same card as the one used to purchase invoiceAdditionally, we have determined that both accounts have accessed EBTH from the same IP addresses, one associated with a business and one associated with a personal internet serviceBased on the matching card numbers, the matching IP addresses, and the similar names, we have determined that this piece was purchased by the same bidder. The second invoice in question is INVOICE #B-***, which is a vintage brown leather chair purchased by *** on 6/for $On 6/26, *** sent an email to the customer service department to inquire as to the change in the shipping price from $to $After checking the shipping quote history, our customer service department was able to determine that the only quotes generated for this piece to ***’s shipping zip code were between $and $We attempted to charge ***’s card for shipping and it was declinedAt this point, *** has removed all card information from the account, so the item is considered forfeitPer 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.”While we would like to offer our sincere apologies to *** for the inconvenience caused by our delays in shipping the crate, we have decided to end our business relationship as *** has engaged in fraudulent activity on EBTHWe have permanently suspended ***’s account and flagged the IP addressesShould any accounts be created with similar credentials using the same IP addresses, they will be permanently suspended. We consider this matter resolved. Thank you for your consideration, EBTH
Hello,I see this was escalated to our manager in Customer Service and to one of our Partners at EBTH We see the item ultimately was delivered, but well past the ten day timeline We are not only going to refund all your shipping, but our manager will be calling you We owe you a
gift card as we would like you to shop with us again Here is the tracking number:***We are disappointed to see this was your experience and hope you give us another chance to make this right Thank you for letting us know about your experience.EBTHDavid W***Vice President of Operations
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
[They have made no resolution....nor have they attempted any contact with me. When ever I try calling their number I am unable to even connect to the number. I find their customer service very lacking and their response a total disrespect for my intelligence. IF this money is NOT returned to my account I will contact either an attorney or the AG in *** to see what can be done about these people perpetrating a fraud!!!! They ruined a young lady's graduation by stealing money that they were NOT authorized to take and then ran it through in my account in a way that made it impossible for me to get my money back without a long draw out process. They can either refund my money TODAY plus damages or I will take further action myself via any legal and social media possible!
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,
*** *** thereshouldnodoubtinyourmindbynow,***thatwhoeverissendingyou this is patently full of it!mybreadplatesare6incheswideeachweighinginatatleast 3oz.I will not budge onwhaticonsideracceptable.inaseparateemailiwillshowyou,usingfairequivalencies,wh...⇄ thanks.MESSAGE FROM Revdex.com/MRC ** ***: Additional information was provided by consumer on 12/24/as follows:my son was cleaning his bedroom this morning and upon hearing the sound of the vacuum cleaner I remembered ebth took my *** *** COMPLETE WITH ALL ACCESSORIESit was one of the items that disappeared and then reappearedone must wonder, why would they be silent about this even when they were talking to a 3rd party (Revdex.com) about what they have yet to account for?so please add that to what they owe me.many thanks.*** ***.THE FOLLOWING INFORMATION WAS RECEIVED FROM THE CONSUMER ON 12/23/16:what they sent you as comparables are sad equivalencies when they in fact have my actual plates in their past sales!please see item numbers*** (sale price achieved, $56) and,*** (sale price achieved, $123).please note that both bread plates above are ***, exactly like mine but without any monograms, which, at least technically means, my plates have more weight than the ones they sold.now the average of and is 89; I asked for $on each of my plateson *** no *** bread plate sells for less than $75, but I was too posh to sell on ***! see where that got me!!ebth can not force auction sales terms on items they did not present for auctionif they will make my plates reappear, I will be happy to take them back but I will not accept nuisance offers any more and because this has dragged for way too long (over months now), I will disengage from this process should we not get somewhere definitive by Jan2017.thank you *** and God bless.merry christmas*** ***
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 would like to send photos of this coat and show how obvious the age and condition of this item is I just want any future consumer if contemplating a large purchase from EBTH to be able to know there is an element of buyer beware I am not a wealthy person who can just write off a $mess I would not wear this coat in public I realize EBTH will not make it right and so all I ask for is a record of my concern I do wish to send photos and then other potential customers can decide for themselves
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Ms*** purchased a *** sofa on 7/for $170, invoice B-***With sales tax, her final invoice total was $It was available to be picked up locally in *** ** on 8/at no charge. When Ms*** arrived at
the pickup, she was dissatisfied with the condition of the couch and refused pickupAfter taking photos of the piece, she reached out to our customer service team, who requested these photosIn her email, Ms*** states that the piece needs a professional cleaningAdditionally, the team in *** alerted the customer service department that Ms*** believed the sofa to be dirtier than described and would be reaching outMs*** also found that the item would not fit into the vehicle that she had arrived in, so they allowed her to leave the piece as a courtesy. Upon receipt of Ms***’s photos, the customer service representative with whom she worked reviewed them in comparison to the EBTH listing and photosIt was determined that the piece was described accurately and Ms*** was responsible for payment for the pieceBased on the included EBTH listing photos, it can be seen that there is wear and discoloration to the pieceFurthermore, the condition of the sofa is listed as “minor wear to the upholstery.” 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 limited.” They further state that “EBTH will not list every flaw associated with each item as these are to be expectedIn the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the descriptionEBTH will provide descriptions based on its assessment of an itemHowever, you should not assume that our assessment of condition will be the same as your assessment.” When Ms*** rejected EBTH’s assertion that the sofa was described accurately, the customer service representative worked with the management in the *** market to approve a refund of 35%, or $63.75, tax included to help offset the cost of a professional cleaningAdditionally, she was sent a $gift card for use on a future purchaseThese were offered to her as a courtesy because we value her business. As a courtesy, the couch was moved to our *** facility at ** *** *** *** *** *** ** ***It can be picked up there on 8/from 12-If Ms*** does not pick the sofa up at that time, it will be considered forfeit by abandonmentShe will not be refunded furtherPer our terms and conditions, “in the event that you fail to pick up or designate shipping for your terms in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling feesWhen piis selected by you or is the only option, if you fail to 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 choosingEBTH reserves the right to charge the credit card on file for any moving or disposal charges and will not refund payment for the items.”Thank you for your consideration, EBTH
Hello ***,We would like to make this right for you I see that you did reach out to Customer Service to have this remedied, but you ultimately did win this We would like to make an offer to you If you would like, you can still have these items and we will waive the warehouse
transfer fees If you don't, we will resell them and refund you That's only fair.Next, I've attached a few screen shots One is what happened on your auction At the bottom, there are two sections; one for items you might be interested in, the other for other items in the sale We are as clear as we can be on these and getting better We now have them showcasing pickup and shipping options We are continuing to get better As for the billing information, if you go under my account, you can "add a new credit card" and add the new address there and delete the previous card If you have any other technical issues with that, I'll be happy to help My email is ***We look forward to your response Thank you!David W***Vice President at EBTH.com
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
Understand this, I'm the consumer. I bid on and won bar stools from EBTH in early December. I bid on them because they were listed as bar stools and that's what I got, bar stools. At the end of December I again bid on two sets of bar stools and I won. The problem here is they are not bar stools but they are counter stools, the difference determined by seat height which was not listed in their auction ad. It does not matter what measurements they put in their ad if it doesn't list a seat height and they are advertising for bar stools they should have a bar stool height, which these don't. They sold me counter stools for bar stools. I have over bar stools at my house, you are more than welcome to send someone from your office and EBTH's office to view the difference between my bar stools and their counter stools that are sitting here for them to pick up and issue me a credit. My position is not changing on this, they are wrong and there is no other compromise. I cannot put a counter stool at a bar or bar table because you sit too low land it looks ridiculous. Thank You
*** ***
Thank you for the opportunity to respond to your concern. On 9/8/16, *** purchased a metal fire place from one of our Cincinnati area salesBecause she did not pick the fire place up, it was transferred to our Cincinnati showroom on 9/Per the terms and conditions, when this happens, it
qualifies as an alternate pickup and is subject to all fees and charges associated with alternate pickupWhen an item is at our Cincinnati showroom, it is held for days for the customer to pick it up or make shipping arrangementsIf it is not picked up or shipped in that time, it is subject to forfeitureThe piece was forfeited on 10/6, days after arriving at the Cincinnati showroomThough *** says she was told we could hold the item until 10/7, there is no record of that conversation occurring. As a courtesy, the representative with whom *** spoke on 10/offered to refund the $warehouse transfer feeAs with any other business, we can only process a refund to the same card from which the payment cameThis is a constraint set forth by ***, our credit card processing service, and one which cannot be changedIf ***'s card was stolen while she was on vacation, she can call her bank who can ensure the refund is refunded to the line of credit rather than the numberThis is something banks are able to do as a compromised number does not effect the line of credit. Though we can't refund the $for the fireplace, we can refund the $transfer fee and the 7% tax associated with it for a total refund if $This will be refunded to the original card charged, which can be handled by ***'s bank. Best,EBTH
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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
EBTH terms and conditions state that "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 THE BIDDING YOU WILL BE CONSIDERED TO HAVE ABANDONED AND FORFEITED THE ITEMS."I paid for and designated a shipping option day after the auction. They did not ship it to me so how could I abandon the item? If I had actually refused shipment or returned the item, then I can understand the abandonment. The act of abandonment was never carried out by me, so EBTH had no right to assume abandonment regardless of what I said. Once they refunded the shipping fees, they should have informed me that I had days to pick it up or it would be abandoned. I never abandoned the item, EBTH just did not ship it.I believe that I still have a right to either the item or my money back. Regards,
*** ***