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 further respond to these concerns. The refund was processed 2/13. It was verified in our credit card processor on 2/17 as having been processed successfully. This can take up to ten business days to reappear in Ms. Trice’s account, depending on her financial institution. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a [redacted] “[redacted]” chaise lounger for $200 on 5/29, invoice [redacted]. Sales tax for this item was $14, so her final invoice total was $214. In the sale that contained this item, there were two...
identical loungers, [redacted] and [redacted], with the single difference in the two being the black pictured on -[redacted]. Ms. [redacted] placed a bid on -[redacted], which had the photograph of the stain available, on 5/29 for $170 with a maximum bid of $260. The next bidder placed a bid of $190, which was automatically outbid to $200 by Ms. [redacted]’s maximum bid. This was the final bid placed on the item. According to our records, Ms. [redacted] neither followed nor bid on -[redacted]. We use a combination of photographs and cataloging to describe the items we sell. For this item, while we did not list the mark in the condition listing, we did include a photograph of the marking in the listing. 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 touch-up or repairs prior to use and the available information about these items may be limited. EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the description. EBTH will provide descriptions based on its assessment of an item. However, you should not assume that our assessment of condition will be the same as your assessment. It is your responsibility to read and review all descriptions and images of an item before bidding, and you acknowledge that in posting such descriptions.”Ms. [redacted]’s piece was available for pickup from our [redacted] showroom at [redacted] on Thursday 6/1 from 2-7 pm. When she failed to pick the piece up, she was automatically charged for the piece, as we are authorized to do per our terms and conditions. This piece is still available to be picked up at our Wilmer showroom, which is open from 10-6 Monday to Friday and 10-1 on Saturday. Because Ms. [redacted] has filed with the Revdex.com, it will be available until the Revdex.com considers this matter resolved. In the event that she chooses not the pick the piece up, she will still be responsible for payment of the piece as we still have to pay the seller and ownership will transfer to EBTH. Our terms and conditions state, “In the event that you fail to pickup or designate shipping for your items in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling fees. When pick-up is selected by you or is the only option, if you fail to pick-up any items at the specified time or designate a shipping or fulfillment option within seven (7) days of the close of bidding, you will be considered to have abandoned and forfeited the items. You agree that title for abandoned items will automatically transfer to EBTH without any further action by you or EBTH. You 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 fees. At a minimum, you will be charged the amount of your bid to satisfy payment obligations to the seller. EBTH may, in its absolute and sole discretion, resell the items, dispose of, or donate the items to a charity of EBTH’s choosing. EBTH reserves the right to charge the credit card on file for any moving or disposal fees and will not refund payment for the items.”When Ms. [redacted] escalated her concerns with our customer service department, a member of our escalations team attempted to call her on Friday 6/2. He left a voicemail letting her know that there was only about an hour left in his work day, but that she could call back during that hour and they could speak. When she did not return his call, he attempted to call her again on Monday and Tuesday, as well as sending her an email. Because Ms. [redacted] has escalated to the Revdex.com, all further correspondence on this matter will be conducted via this channel.Thank you for your consideration,EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
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] will regard to false descriptions the errors were incorrect maker names, periods, and what the items were made of. These were not debatable or requested to please me. They sold a painting with out listing he painters name.if as stated EBTH they realized thy could not sell the lamp when they reviewed it in Ohio it should have been returned and I should have had it back by end of august, within my insured period. They did notif EBTH notified me when their staff damaged my item and realized pieces were lost by them it perhaps was during the insured period. They never notified me or said anything about it until I finally received it back damaged and missing parts. They still [redacted] explain when or how this happened. i provided emails showing them wanting to try to sell the item in the New York area until they could not assure a good price . During this time my contact at EBTH and I were uniformed and unaware they sold the base in an auction in septemwber for a dollars. [redacted] did not know until I told him as the email attached previously shows. this is why I contacted the Revdex.com. EBTH cannot see they failed to handle this in a professional manner which if they had my insurance would have most likely handled as they requested in their contract. Lackof notification of damage, delays in getting he item back if they had. I interest in selling as stated here caused us to be on the outside of my responsibilities which I lived up to they did not. they staff feels I am in the right. I have numerous text logs and emails detailing the whole process I experienced including site failures and incorrect listings I am happy to fax to the Revdex.com. There are to many to attach. finally yes they fronted the costs for the sale which is why they received 38 percent of the revenue. They made a good sum, had this been listed as it should during the time promised and in the location promised they would have had a lot more. this complaint is about the unreported damage to a lamp and pieces of that lamplist by EBTH never reported, negligence and extended time in every aspect in how this was handled. I had the required insurance as requested to cover my action and the items in it. EBTG needs to be responsible because their failure to report damages and lost items to me as well as lengthy time of return which allowed me to find out broke their side of the contract as it nolonger allowed me to be covered by the retired insurance I had.
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a vase on 8/25 for $120, invoice B-[redacted]. With shipping and sales tax, her final invoice total was $146.79.When an item is for sale on EBTH, there is a designated end time. If a bid is placed on that item...
within the final 5 minutes of the bidding on the item, the bidding extends by 5 additional minutes and the countdown resets to 5 minutes each time a bid is placed. The bidding closes when no additional bids are placed for 5 full minutes on an item. This is to allow all potential bidders the opportunity to bid on an item and simulates an in person auction. Furthermore, bidders are able to place maximum bids that will automatically outbid lower bids placed on an item when they place their initial bids. Per our terms and conditions, “Extension and Close of Internet Bidding - At the scheduled date and online sale closing period of a sale, items will begin to close at a predetermined number of items per minute. All online sales may be subject to our automatic extension system defined as follows: if an item receives a bid with less than five (5) minutes remaining until closing, the close time will be reset to five (5) minutes from the time the bid is placed and will continue to reset to five (5) minutes with each newly placed bid. The item will not close until five (5) minutes have elapsed with no additional bid activity.”The terms and conditions further state, “When submitting a bid, you must raise the bid by a minimum established increment. Bid increments can be found here. You may elect to raise the bid by more than the required minimum by entering a higher bid in the "Your Minimum Bid" box. If you enter a higher minimum bid and your bid is the winning bid, you agree to be bound to your bid amount, regardless of any other previous bids. You may also elect to enter a proxy bid in the "Your Maximum Bid" box. If you enter a maximum bid, the system will automatically raise your bid by the specified increments if you are subsequently outbid, up to your designated maximum bid amount ("Maximum Bid"). Maximum Bids are not disclosed. Maximum and/or Minimum Bids do not include any taxes, shipping or handling fees.”Prior to Ms. [redacted]’s initial bids on this piece, another EBTH bidder had placed a winning bid of $50 at 7:02 pm on 8/25. The piece was scheduled to end bidding at 8:29 pm on 8/25. Ms. [redacted] bid on this piece at 8:28 pm with a $60 initial bid and a $120 maximum bid. Over the next three minutes, until 8:31 pm, the first bidder placed five additional bids, each of which were automatically outbid by Ms. [redacted]’s maximum bid. Bidding on this piece stopped at $120, which was Ms. [redacted]’s maximum, and was allowed to continue as part of the bidding extension clause. This bidding activity can be seen in the screen shot “[redacted] Bids.”EBTH terms and conditions are agreed to by all users when they create their EBTH account. Because the terms and conditions clearly outline both the bidding extension and the maximum bidding, we are unable to offer Ms. [redacted] a lower purchase price. Thank you for your consideration,EBTH
[redacted],Good speaking with you.We have reached out to [redacted] on six occasions to speak with [redacted] at [redacted]. We refunded $179.30 for shipping on 6/9/16 to the card ending in [redacted]. She had missed the pickup and we even gave her the option to pickup in the [redacted] Showroom. She has challenged the fee with her bank, so we have the $31 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. Mr. [redacted] purchased an antique four-seater Surrey carriage for $275 on 6/30, invoice B-[redacted]. With sales tax, his final invoice total was $301.81. According to the correspondence Mr. [redacted] received from EBTH, the piece was...
available to be picked up at our storage facility in [redacted] on 7/6, where Mr. [redacted] also had items to pick up from another EBTH invoice. Unfortunately, by our mistake, the carriage was not located at the storage facility and was actually still at the seller’s property. The management team in the market offered alternate pickup or a full refund if he was unable to arrange transportation and left the decision to him. According to the manager with whom he spoke, Mr. [redacted] was unsure whether he would be able to obtain transportation for the next day and told her that he would like a refund. At this point, the manager called the seller, letting them know that the buyer had opted to forfeit and relinquishing both the buyer and the seller from their responsibility to EBTH. This is not something we do very often, but we made an exception and made this decision because we had listed the location of the piece incorrectly.When Mr. [redacted]’s wife called a short time later to inform us that she was still interested in the carriage, it was too late. We had already issued Mr. [redacted] a refund and, at Mr. [redacted]’s direction, we had released the seller from their responsibility to EBTH. Since possession of the carriage was returned to the seller, it no longer belonged to Mr. [redacted] or EBTH. Mr. [redacted]’s concerns that the piece was refunded at the seller’s request since it did not earn what Mr. [redacted] felt it was worth are inaccurate. When items sell on EBTH, they sell for their auction market value, set by our bidders. Sellers are contractually obligated to sell pieces for this amount. The exception was made in this case because EBTH had made a mistake and Mr. [redacted] had opted for a refund. We apologize for the inconvenience this may have caused. We have issued a full refund and we would like to send Mr. [redacted] a $50 gift card for the inconvenience. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a pair of silver plate tea services for $120 from us on 1/13. When she reached out to us on 1/26, our customer service representative promised to investigate with the shippers where the missing tray could...
be. The item could not be located but we were told that the shippers packed and sent everything they received. We let Ms. [redacted] know and offered a $20 partial refund. She called back on 2/2 and spoke to another customer service representative. This CS representative again confirmed that the item was sent to her, per the shippers. The CS representative offered the $20 refund to Ms. [redacted]. She was also offered the opportunity to return everything she received for a full refund. Unfortunately, we do not have another tray to send to Ms. [redacted]. We do not have a standing stock or inventory. Instead, each of our items are unique to the sellers who offer them. We cannot, therefore, offer Ms. [redacted] a replacement tray for the one she says is missing. The two offers which stand are a partial refund or a return for a full refund. Thank you for the opportunity to respond to these concerns. 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 am disappointed that EBTH has chosen not to correct refund the shipping charges. Other customers have expressed similar concerns. If shipping is the ONLY method, it should clearly say that on the item bidding page. As a result of not clearly saying that, I was changed exorbitant shipping charges. I'm truly disappointed that EBTH has chosen to lose a customer over this.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns. Per Ms. [redacted]’s request, we have refunded the remaining $32.60 in shipping charges. With the associated tax, the total refund is $34.96. There was an item that went missing from the [redacted] sale reported on by the local media. EBTH worked with the buyers and we were able to find a resolution that worked for the buyer. This resolution was also reported on by the local media. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. We would like to thank Ms. [redacted] for bringing our status in Maryland to our attention. Our accounting team files the appropriate paperwork and taxes for each state within the deadlines set by those states, including our personal property tax in Maryland. Our accounting team is working with the state to resolve any filing gaps and anticipates a resolution before the end of this month. EBTH is not a dealer. We are, instead, an intermediary which connects the buyer with the seller. At no point do we take title of a vehicle, we simply do the work of listing the piece for sale on the seller’s behalf. The vehicle title transfers directly from the seller to the buyer. Because we are not a dealer, we cannot warrant the condition of vehicles sold and we, instead, rely on the seller to give us a full picture of the mechanical condition of the car. Per our terms and conditions, all items sold on EBTH are sold as is. We do not have staff to further assess the issue. The person on site the day of the scheduled pickup could only describe what she was seeing in an effort to assist with the pickup, but as the description states we can not elaborate further on exactly what the issue was. Ms. [redacted] received the service records by the mechanic. EBTH was not given the records and, therefore, we could not reference them in our listing. Condition is only that as stated by the seller and the seller did not provide this information to EBTH. When Ms. [redacted] picked up the car, she signed the title from the seller. At this point she is the legal owner of the vehicle. We cannot take title of the vehicle. We consider this matter resolved. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. Mr. [redacted] is correct in his assessment that, as of his last email with the customer service team, there was no indication of a refund. The consultation with leadership occurred after that email was sent and we expected to communicate with him further. When that communication came via the Revdex.com, we responded as had been decided via that channel. The piano item number was [redacted]-001, with MOR serving as the code for our [redacted], ** market. That said, because we are headquartered in Hamilton County in Ohio, our terms and conditions state that “These Terms and Conditions shall be governed by the internal substantive laws of the State of Ohio, without respect to its conflict of laws principles.”The back of this piece was not photographed or assessed, which is why we are able to allow Mr. [redacted] to return the piano for a full refund. We do not, however, have the ability to accommodate a pickup of the piece. Our offer of a full refund still stands. If Mr. [redacted] does not wish to return the piano, we can offer him a 20% refund as well as a refund of the $30 warehouse pickup charge. With sales tax, this is a total refund of $309.95. In the event that a customer wishes to keep an item that has not been assessed properly, a 20% refund is a standard refund, as we still have to pay the sellers. We would like to apologize that Mr. [redacted] has had a difficult experience with EBTH. We understand that this has been frustrating for him and it is not indicative of the typical EBTH experience. The decision to end our working relationship with Mr. [redacted] is completely based on his repeated unwillingness to work with EBTH within our terms and conditions and his repeated unwillingness to work with our customer service team to solve any issues. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It is a lawyer's world and ETBH have covered themselves nicely which is not surprising. So I will have to let them win this time but will never do business with them again . I can only advise others not to use them when given the opportunity. Their on-line pictures really vary and cannot be considered accurate. I should have looked at other customer comments on-line before I did business with them ETBH as their reputation I have discovered is less than sterling. So I have just thrown approximately $200 down the drain. Welcome to our new world of business where the customer does not matter and purhases at their own risk!
Thank you for the opportunity to respond to your concerns. After reviewing [redacted]’s invoices, we do see that she has had a considerable number of shipments arrive damaged or go missing. We do offer our most sincere apologies for this. As a customer since July 2014, [redacted] has seen first...
hand our shipping methods change and the efforts we’ve made to improve them. That said, we are continuing to work hard to improve our shipping methods. Our current policy is to issue a refund and file a claim in the event of a missing or broken item. Each time there has been an issue, we have issued a refund. Additionally, we offered you a large amount of courtesy shipping early this year. We would like to offer you a gift card and an invitation to shop with us 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. Haha nice try. The sellers location and the buyers location are exactly next door to each other, [redacted] and [redacted]. Neither location is in the city of [redacted]. They are in the same unincorporated neighborhood. Sales tax is based on the location you pick the item up from or the location the item is delivered to. The item was picked up at [redacted], right next door to me. They have charged city tax when none was due. They have been informed multiple times, show a map and insist on charging incorrect tax. Are they keeping the tax to make extra profit?
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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. 1. It is false for EBTH to say “the mobile web browser version of the website" requires the selection of fulfilment method - unless they have fixed it post-event. Even their own call center manage Kim E. acknowledged that they were aware of the problem with the mobile version and her exact words were "we're working on it". When [redacted] placed the transaction that started this chain of events, he was on the mobile version - not the app nor desktop. In other words, there was no way to know that the items had to be mailed and could not be picked-up. After we complained ETBH claimed the items had to be mailed because they had been packaged up even prior to the online auction being held, except when we picked them up they were loose and not even in a plastic bag, let alone "packaged" in the manner that $100 post package should be. How EBTH decides what is and is not available for pick-up (since this item was at the same warehouse as other items we could pick-up) is a mystery and is probably driven by generating more profit on low value items.2. ETBH say "[redacted] shared with us that due to her experience bidding on the desktop site, she is aware of how to find her options before bidding". Firstly, the bid was placed by [redacted] not be me. Secondly, this makes no sense. The desktop version gives you your bid price, and makes you select fulfillment so that any ADDITIONAL charges on top of the purchase price are clear - it actually adds both amounts together BEFORE you can place the bid. The shipping charges are specific to that item being bid on. The mobile version did not make you select fulfilment and it is BECAUSE of the way the desktop version functions that users have a right to expect that the mobile version will ALSO show fulfillment requirements. So where no additional charges are listed, the prospective purchaser has no reason to think the item cannot be picked up - otherwise the $100 shipping would have been presented PRIOR to placing the bid (as on the desktop version). In truth, what EBTH are saying is that [redacted] should not have used the mobile browser version. He should have foreseen that EBTH had a defect in the mobile version they developed and made available to the public and driven back home to log into his computer and use the desktop version just in case shipping charges (which didn’t apply to the mobile version) were to be mysteriously applied. This is clearly ridiculous and why ETBH continues to argue this point defies reasonable explanation. If your mobile version doesn't work as it should, and as you have admitted, then you should not make it available to the public. But if you do, then you should take responsibility when issues arise.3. And let's not forget that the invoice (attached) which was issued AFTER purchase, still did not list any shipping charges. In fact the only reason we become aware of shipping charges was a couple of days after the auction when a $100 charge appeared out of the blue on our credit card statement.4. It is interesting that EBTH originally said they banned me because I screamed at their staff and abused them. This was a lie and they no longer say that, but they still owe me an apology. Also in an adult world, [redacted] using the word “it” is hardly abusive either ESPECIALLY WHEN THE MESS-UP WAS NOT HIS FAULT! EBTH seems to think that it can do whatever it likes to its customers but if the customer dares to get even the slightest bit irate, they use it as an excuse to terminate a “non-productive” relationship when they real reason is they do not want to have to provide fair customer service and resolution because it might hurt their profits by 0.000001%. EBTH’s “zero tolerance policy” is not in relation to alleged abuse, it is in relation to customer rights. We all know that EBTH has many complaints from consignors and purchasers where ETBH has irritated the customer because they broke something, lost something, misrepresented something, didn’t explain something, and then cut off that customer so they don’t have to deal with the issue. That is not the kind of behavior that a Revdex.com accredited business should be allowed to engage in. Consumers trust the Revdex.com badge, ETBH knows how to play that system to maintain its accreditation and yet it does not comply with the spirit of the Revdex.com nor preserve the Revdex.coms reputation. 5. Now that EBTH has been called-out, they have changed their story to say “[redacted] was the representative of [redacted]'s account while making calls and emails to our customer service team, causing the account that was created after [redacted]'s account was deactivated to be deactivated as well”. So effectively if I was [redacted]’s carer, or legal guardian, or lawyer, or anybody using the same IP address then I would have banned, even though I did nothing wrong. That is patently absurd and arbitrary retaliation simply because we refused to ignore the wrong that EBTH did. If I was an employee, I would be protected by whistleblower legislation. This unfair and retaliatory attempt to punish me and suppress reasonable consumer rights should not be permitted.6. We should not forget as well that EBTH is a company that where a customer bids on an item and then for whatever valid, or non-valid, reason refuses to pay shipping – takes the money for the item and then resells the item again. How is that ethical? They say to the customer that “we’ll refund your shipping charges” except that like in our case, no shipping costs are yet incurred because the item is neither packed nor sent. So the refund is a mirage, and keeping the item to resell again just adds to EBTH’s bottom line. Both accounts should be reinstated with an apology from EBTH. EBTH should fix its mobile version to present fulfillment PRIOR to placing a bid. EBTH should not resell forfeited items without returning the purchase price to the original customer. 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.] There statements are simply not true. My husband spoke to the man at EBTH about the condition of the piano. He did not have the impression the employee care or was going to help in anyway. When I called EBTH later that day, they told me a customer service rep would call me regarding my concerns and they never did. This response from EBTH is the first I have heard from the company. I am completely dissappointed with this company and I want my money back.
Regards,
[redacted]
Hello,We regret to inform the customer that we were unable to locate his item and have refunded his money. We have had challenges collecting from this customer to date. We have five dates noted where Credit Cards have declined. We currently have $759 in outstanding bills from the...
customer. We are hopeful that this is a reminder to settle the other outstanding invoices. Thank you.
We have contacted the customer for Mr. [redacted] and they were able to locate a partial set of these items. We are coordinating a handoff for Mr. [redacted] to resolve this.Thank 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]
Thank you for the opportunity to further respond to these concerns. The refund was processed 2/13. It was verified in our credit card processor on 2/17 as having been processed successfully. This can take up to ten business days to reappear in Ms. Trice’s account, depending on her financial institution. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a [redacted] “[redacted]” chaise lounger for $200 on 5/29, invoice [redacted]. Sales tax for this item was $14, so her final invoice total was $214. In the sale that contained this item, there were two...
identical loungers, [redacted] and [redacted], with the single difference in the two being the black pictured on -[redacted]. Ms. [redacted] placed a bid on -[redacted], which had the photograph of the stain available, on 5/29 for $170 with a maximum bid of $260. The next bidder placed a bid of $190, which was automatically outbid to $200 by Ms. [redacted]’s maximum bid. This was the final bid placed on the item. According to our records, Ms. [redacted] neither followed nor bid on -[redacted]. We use a combination of photographs and cataloging to describe the items we sell. For this item, while we did not list the mark in the condition listing, we did include a photograph of the marking in the listing. 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 touch-up or repairs prior to use and the available information about these items may be limited. EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the description. EBTH will provide descriptions based on its assessment of an item. However, you should not assume that our assessment of condition will be the same as your assessment. It is your responsibility to read and review all descriptions and images of an item before bidding, and you acknowledge that in posting such descriptions.”Ms. [redacted]’s piece was available for pickup from our [redacted] showroom at [redacted] on Thursday 6/1 from 2-7 pm. When she failed to pick the piece up, she was automatically charged for the piece, as we are authorized to do per our terms and conditions. This piece is still available to be picked up at our Wilmer showroom, which is open from 10-6 Monday to Friday and 10-1 on Saturday. Because Ms. [redacted] has filed with the Revdex.com, it will be available until the Revdex.com considers this matter resolved. In the event that she chooses not the pick the piece up, she will still be responsible for payment of the piece as we still have to pay the seller and ownership will transfer to EBTH. Our terms and conditions state, “In the event that you fail to pickup or designate shipping for your items in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling fees. When pick-up is selected by you or is the only option, if you fail to pick-up any items at the specified time or designate a shipping or fulfillment option within seven (7) days of the close of bidding, you will be considered to have abandoned and forfeited the items. You agree that title for abandoned items will automatically transfer to EBTH without any further action by you or EBTH. You 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 fees. At a minimum, you will be charged the amount of your bid to satisfy payment obligations to the seller. EBTH may, in its absolute and sole discretion, resell the items, dispose of, or donate the items to a charity of EBTH’s choosing. EBTH reserves the right to charge the credit card on file for any moving or disposal fees and will not refund payment for the items.”When Ms. [redacted] escalated her concerns with our customer service department, a member of our escalations team attempted to call her on Friday 6/2. He left a voicemail letting her know that there was only about an hour left in his work day, but that she could call back during that hour and they could speak. When she did not return his call, he attempted to call her again on Monday and Tuesday, as well as sending her an email. Because Ms. [redacted] has escalated to the Revdex.com, all further correspondence on this matter will be conducted via this channel.Thank you for your consideration,EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
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] will regard to false descriptions the errors were incorrect maker names, periods, and what the items were made of. These were not debatable or requested to please me. They sold a painting with out listing he painters name.if as stated EBTH they realized thy could not sell the lamp when they reviewed it in Ohio it should have been returned and I should have had it back by end of august, within my insured period. They did notif EBTH notified me when their staff damaged my item and realized pieces were lost by them it perhaps was during the insured period. They never notified me or said anything about it until I finally received it back damaged and missing parts. They still [redacted] explain when or how this happened. i provided emails showing them wanting to try to sell the item in the New York area until they could not assure a good price . During this time my contact at EBTH and I were uniformed and unaware they sold the base in an auction in septemwber for a dollars. [redacted] did not know until I told him as the email attached previously shows. this is why I contacted the Revdex.com. EBTH cannot see they failed to handle this in a professional manner which if they had my insurance would have most likely handled as they requested in their contract. Lackof notification of damage, delays in getting he item back if they had. I interest in selling as stated here caused us to be on the outside of my responsibilities which I lived up to they did not. they staff feels I am in the right. I have numerous text logs and emails detailing the whole process I experienced including site failures and incorrect listings I am happy to fax to the Revdex.com. There are to many to attach. finally yes they fronted the costs for the sale which is why they received 38 percent of the revenue. They made a good sum, had this been listed as it should during the time promised and in the location promised they would have had a lot more. this complaint is about the unreported damage to a lamp and pieces of that lamplist by EBTH never reported, negligence and extended time in every aspect in how this was handled. I had the required insurance as requested to cover my action and the items in it. EBTG needs to be responsible because their failure to report damages and lost items to me as well as lengthy time of return which allowed me to find out broke their side of the contract as it nolonger allowed me to be covered by the retired insurance I had.
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a vase on 8/25 for $120, invoice B-[redacted]. With shipping and sales tax, her final invoice total was $146.79.When an item is for sale on EBTH, there is a designated end time. If a bid is placed on that item...
within the final 5 minutes of the bidding on the item, the bidding extends by 5 additional minutes and the countdown resets to 5 minutes each time a bid is placed. The bidding closes when no additional bids are placed for 5 full minutes on an item. This is to allow all potential bidders the opportunity to bid on an item and simulates an in person auction. Furthermore, bidders are able to place maximum bids that will automatically outbid lower bids placed on an item when they place their initial bids. Per our terms and conditions, “Extension and Close of Internet Bidding - At the scheduled date and online sale closing period of a sale, items will begin to close at a predetermined number of items per minute. All online sales may be subject to our automatic extension system defined as follows: if an item receives a bid with less than five (5) minutes remaining until closing, the close time will be reset to five (5) minutes from the time the bid is placed and will continue to reset to five (5) minutes with each newly placed bid. The item will not close until five (5) minutes have elapsed with no additional bid activity.”The terms and conditions further state, “When submitting a bid, you must raise the bid by a minimum established increment. Bid increments can be found here. You may elect to raise the bid by more than the required minimum by entering a higher bid in the "Your Minimum Bid" box. If you enter a higher minimum bid and your bid is the winning bid, you agree to be bound to your bid amount, regardless of any other previous bids. You may also elect to enter a proxy bid in the "Your Maximum Bid" box. If you enter a maximum bid, the system will automatically raise your bid by the specified increments if you are subsequently outbid, up to your designated maximum bid amount ("Maximum Bid"). Maximum Bids are not disclosed. Maximum and/or Minimum Bids do not include any taxes, shipping or handling fees.”Prior to Ms. [redacted]’s initial bids on this piece, another EBTH bidder had placed a winning bid of $50 at 7:02 pm on 8/25. The piece was scheduled to end bidding at 8:29 pm on 8/25. Ms. [redacted] bid on this piece at 8:28 pm with a $60 initial bid and a $120 maximum bid. Over the next three minutes, until 8:31 pm, the first bidder placed five additional bids, each of which were automatically outbid by Ms. [redacted]’s maximum bid. Bidding on this piece stopped at $120, which was Ms. [redacted]’s maximum, and was allowed to continue as part of the bidding extension clause. This bidding activity can be seen in the screen shot “[redacted] Bids.”EBTH terms and conditions are agreed to by all users when they create their EBTH account. Because the terms and conditions clearly outline both the bidding extension and the maximum bidding, we are unable to offer Ms. [redacted] a lower purchase price. Thank you for your consideration,EBTH
[redacted],Good speaking with you.We have reached out to [redacted] on six occasions to speak with [redacted] at [redacted]. We refunded $179.30 for shipping on 6/9/16 to the card ending in [redacted]. She had missed the pickup and we even gave her the option to pickup in the [redacted] Showroom. She has challenged the fee with her bank, so we have the $31 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. Mr. [redacted] purchased an antique four-seater Surrey carriage for $275 on 6/30, invoice B-[redacted]. With sales tax, his final invoice total was $301.81. According to the correspondence Mr. [redacted] received from EBTH, the piece was...
available to be picked up at our storage facility in [redacted] on 7/6, where Mr. [redacted] also had items to pick up from another EBTH invoice. Unfortunately, by our mistake, the carriage was not located at the storage facility and was actually still at the seller’s property. The management team in the market offered alternate pickup or a full refund if he was unable to arrange transportation and left the decision to him. According to the manager with whom he spoke, Mr. [redacted] was unsure whether he would be able to obtain transportation for the next day and told her that he would like a refund. At this point, the manager called the seller, letting them know that the buyer had opted to forfeit and relinquishing both the buyer and the seller from their responsibility to EBTH. This is not something we do very often, but we made an exception and made this decision because we had listed the location of the piece incorrectly.When Mr. [redacted]’s wife called a short time later to inform us that she was still interested in the carriage, it was too late. We had already issued Mr. [redacted] a refund and, at Mr. [redacted]’s direction, we had released the seller from their responsibility to EBTH. Since possession of the carriage was returned to the seller, it no longer belonged to Mr. [redacted] or EBTH. Mr. [redacted]’s concerns that the piece was refunded at the seller’s request since it did not earn what Mr. [redacted] felt it was worth are inaccurate. When items sell on EBTH, they sell for their auction market value, set by our bidders. Sellers are contractually obligated to sell pieces for this amount. The exception was made in this case because EBTH had made a mistake and Mr. [redacted] had opted for a refund. We apologize for the inconvenience this may have caused. We have issued a full refund and we would like to send Mr. [redacted] a $50 gift card for the inconvenience. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a pair of silver plate tea services for $120 from us on 1/13. When she reached out to us on 1/26, our customer service representative promised to investigate with the shippers where the missing tray could...
be. The item could not be located but we were told that the shippers packed and sent everything they received. We let Ms. [redacted] know and offered a $20 partial refund. She called back on 2/2 and spoke to another customer service representative. This CS representative again confirmed that the item was sent to her, per the shippers. The CS representative offered the $20 refund to Ms. [redacted]. She was also offered the opportunity to return everything she received for a full refund. Unfortunately, we do not have another tray to send to Ms. [redacted]. We do not have a standing stock or inventory. Instead, each of our items are unique to the sellers who offer them. We cannot, therefore, offer Ms. [redacted] a replacement tray for the one she says is missing. The two offers which stand are a partial refund or a return for a full refund. Thank you for the opportunity to respond to these concerns. 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 am disappointed that EBTH has chosen not to correct refund the shipping charges. Other customers have expressed similar concerns. If shipping is the ONLY method, it should clearly say that on the item bidding page. As a result of not clearly saying that, I was changed exorbitant shipping charges. I'm truly disappointed that EBTH has chosen to lose a customer over this.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns. Per Ms. [redacted]’s request, we have refunded the remaining $32.60 in shipping charges. With the associated tax, the total refund is $34.96. There was an item that went missing from the [redacted] sale reported on by the local media. EBTH worked with the buyers and we were able to find a resolution that worked for the buyer. This resolution was also reported on by the local media. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. We would like to thank Ms. [redacted] for bringing our status in Maryland to our attention. Our accounting team files the appropriate paperwork and taxes for each state within the deadlines set by those states, including our personal property tax in Maryland. Our accounting team is working with the state to resolve any filing gaps and anticipates a resolution before the end of this month. EBTH is not a dealer. We are, instead, an intermediary which connects the buyer with the seller. At no point do we take title of a vehicle, we simply do the work of listing the piece for sale on the seller’s behalf. The vehicle title transfers directly from the seller to the buyer. Because we are not a dealer, we cannot warrant the condition of vehicles sold and we, instead, rely on the seller to give us a full picture of the mechanical condition of the car. Per our terms and conditions, all items sold on EBTH are sold as is. We do not have staff to further assess the issue. The person on site the day of the scheduled pickup could only describe what she was seeing in an effort to assist with the pickup, but as the description states we can not elaborate further on exactly what the issue was. Ms. [redacted] received the service records by the mechanic. EBTH was not given the records and, therefore, we could not reference them in our listing. Condition is only that as stated by the seller and the seller did not provide this information to EBTH. When Ms. [redacted] picked up the car, she signed the title from the seller. At this point she is the legal owner of the vehicle. We cannot take title of the vehicle. We consider this matter resolved. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. Mr. [redacted] is correct in his assessment that, as of his last email with the customer service team, there was no indication of a refund. The consultation with leadership occurred after that email was sent and we expected to communicate with him further. When that communication came via the Revdex.com, we responded as had been decided via that channel. The piano item number was [redacted]-001, with MOR serving as the code for our [redacted], ** market. That said, because we are headquartered in Hamilton County in Ohio, our terms and conditions state that “These Terms and Conditions shall be governed by the internal substantive laws of the State of Ohio, without respect to its conflict of laws principles.”The back of this piece was not photographed or assessed, which is why we are able to allow Mr. [redacted] to return the piano for a full refund. We do not, however, have the ability to accommodate a pickup of the piece. Our offer of a full refund still stands. If Mr. [redacted] does not wish to return the piano, we can offer him a 20% refund as well as a refund of the $30 warehouse pickup charge. With sales tax, this is a total refund of $309.95. In the event that a customer wishes to keep an item that has not been assessed properly, a 20% refund is a standard refund, as we still have to pay the sellers. We would like to apologize that Mr. [redacted] has had a difficult experience with EBTH. We understand that this has been frustrating for him and it is not indicative of the typical EBTH experience. The decision to end our working relationship with Mr. [redacted] is completely based on his repeated unwillingness to work with EBTH within our terms and conditions and his repeated unwillingness to work with our customer service team to solve any issues. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It is a lawyer's world and ETBH have covered themselves nicely which is not surprising. So I will have to let them win this time but will never do business with them again . I can only advise others not to use them when given the opportunity. Their on-line pictures really vary and cannot be considered accurate. I should have looked at other customer comments on-line before I did business with them ETBH as their reputation I have discovered is less than sterling. So I have just thrown approximately $200 down the drain. Welcome to our new world of business where the customer does not matter and purhases at their own risk!
Thank you for the opportunity to respond to your concerns. After reviewing [redacted]’s invoices, we do see that she has had a considerable number of shipments arrive damaged or go missing. We do offer our most sincere apologies for this. As a customer since July 2014, [redacted] has seen first...
hand our shipping methods change and the efforts we’ve made to improve them. That said, we are continuing to work hard to improve our shipping methods. Our current policy is to issue a refund and file a claim in the event of a missing or broken item. Each time there has been an issue, we have issued a refund. Additionally, we offered you a large amount of courtesy shipping early this year. We would like to offer you a gift card and an invitation to shop with us 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. Haha nice try. The sellers location and the buyers location are exactly next door to each other, [redacted] and [redacted]. Neither location is in the city of [redacted]. They are in the same unincorporated neighborhood. Sales tax is based on the location you pick the item up from or the location the item is delivered to. The item was picked up at [redacted], right next door to me. They have charged city tax when none was due. They have been informed multiple times, show a map and insist on charging incorrect tax. Are they keeping the tax to make extra profit?
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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. 1. It is false for EBTH to say “the mobile web browser version of the website" requires the selection of fulfilment method - unless they have fixed it post-event. Even their own call center manage Kim E. acknowledged that they were aware of the problem with the mobile version and her exact words were "we're working on it". When [redacted] placed the transaction that started this chain of events, he was on the mobile version - not the app nor desktop. In other words, there was no way to know that the items had to be mailed and could not be picked-up. After we complained ETBH claimed the items had to be mailed because they had been packaged up even prior to the online auction being held, except when we picked them up they were loose and not even in a plastic bag, let alone "packaged" in the manner that $100 post package should be. How EBTH decides what is and is not available for pick-up (since this item was at the same warehouse as other items we could pick-up) is a mystery and is probably driven by generating more profit on low value items.2. ETBH say "[redacted] shared with us that due to her experience bidding on the desktop site, she is aware of how to find her options before bidding". Firstly, the bid was placed by [redacted] not be me. Secondly, this makes no sense. The desktop version gives you your bid price, and makes you select fulfillment so that any ADDITIONAL charges on top of the purchase price are clear - it actually adds both amounts together BEFORE you can place the bid. The shipping charges are specific to that item being bid on. The mobile version did not make you select fulfilment and it is BECAUSE of the way the desktop version functions that users have a right to expect that the mobile version will ALSO show fulfillment requirements. So where no additional charges are listed, the prospective purchaser has no reason to think the item cannot be picked up - otherwise the $100 shipping would have been presented PRIOR to placing the bid (as on the desktop version). In truth, what EBTH are saying is that [redacted] should not have used the mobile browser version. He should have foreseen that EBTH had a defect in the mobile version they developed and made available to the public and driven back home to log into his computer and use the desktop version just in case shipping charges (which didn’t apply to the mobile version) were to be mysteriously applied. This is clearly ridiculous and why ETBH continues to argue this point defies reasonable explanation. If your mobile version doesn't work as it should, and as you have admitted, then you should not make it available to the public. But if you do, then you should take responsibility when issues arise.3. And let's not forget that the invoice (attached) which was issued AFTER purchase, still did not list any shipping charges. In fact the only reason we become aware of shipping charges was a couple of days after the auction when a $100 charge appeared out of the blue on our credit card statement.4. It is interesting that EBTH originally said they banned me because I screamed at their staff and abused them. This was a lie and they no longer say that, but they still owe me an apology. Also in an adult world, [redacted] using the word “i
t” is hardly abusive either ESPECIALLY WHEN THE MESS-UP WAS NOT HIS FAULT! EBTH seems to think that it can do whatever it likes to its customers but if the customer dares to get even the slightest bit irate, they use it as an excuse to terminate a “non-productive” relationship when they real reason is they do not want to have to provide fair customer service and resolution because it might hurt their profits by 0.000001%. EBTH’s “zero tolerance policy” is not in relation to alleged abuse, it is in relation to customer rights. We all know that EBTH has many complaints from consignors and purchasers where ETBH has irritated the customer because they broke something, lost something, misrepresented something, didn’t explain something, and then cut off that customer so they don’t have to deal with the issue. That is not the kind of behavior that a Revdex.com accredited business should be allowed to engage in. Consumers trust the Revdex.com badge, ETBH knows how to play that system to maintain its accreditation and yet it does not comply with the spirit of the Revdex.com nor preserve the Revdex.coms reputation. 5. Now that EBTH has been called-out, they have changed their story to say “[redacted] was the representative of [redacted]'s account while making calls and emails to our customer service team, causing the account that was created after [redacted]'s account was deactivated to be deactivated as well”. So effectively if I was [redacted]’s carer, or legal guardian, or lawyer, or anybody using the same IP address then I would have banned, even though I did nothing wrong. That is patently absurd and arbitrary retaliation simply because we refused to ignore the wrong that EBTH did. If I was an employee, I would be protected by whistleblower legislation. This unfair and retaliatory attempt to punish me and suppress reasonable consumer rights should not be permitted.6. We should not forget as well that EBTH is a company that where a customer bids on an item and then for whatever valid, or non-valid, reason refuses to pay shipping – takes the money for the item and then resells the item again. How is that ethical? They say to the customer that “we’ll refund your shipping charges” except that like in our case, no shipping costs are yet incurred because the item is neither packed nor sent. So the refund is a mirage, and keeping the item to resell again just adds to EBTH’s bottom line. Both accounts should be reinstated with an apology from EBTH. EBTH should fix its mobile version to present fulfillment PRIOR to placing a bid. EBTH should not resell forfeited items without returning the purchase price to the original customer. 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.] There statements are simply not true. My husband spoke to the man at EBTH about the condition of the piano. He did not have the impression the employee care or was going to help in anyway. When I called EBTH later that day, they told me a customer service rep would call me regarding my concerns and they never did. This response from EBTH is the first I have heard from the company. I am completely dissappointed with this company and I want my money back.
Regards,
[redacted]
Hello,We regret to inform the customer that we were unable to locate his item and have refunded his money. We have had challenges collecting from this customer to date. We have five dates noted where Credit Cards have declined. We currently have $759 in outstanding bills from the...
customer. We are hopeful that this is a reminder to settle the other outstanding invoices. Thank you.
We have contacted the customer for Mr. [redacted] and they were able to locate a partial set of these items. We are coordinating a handoff for Mr. [redacted] to resolve this.Thank you.